This is position requires daily in-office presence.***

IT Triage / IT Support Trainee   

Position Summary: 

We are seeking an enthusiastic, motivated individual to join our Triage Team at our Downtown Missoula headquarters. This entry-level role is a gateway into the IT industry. You will be the first point of contact for inbound phone calls and emails, triaging and prioritizing incoming support requests. Your primary focus will be delivering outstanding customer service and ensuring each ticket is accurately categorized and routed to our Dispatch team.

Once you’ve mastered these core responsibilities, we will provide additional training to help you grow into a more technical support role.

You will work alongside experienced IT professionals, learning our systems and infrastructure while sharpening your troubleshooting and problem-solving skills. As you progress, you will begin offering basic technical support to end users—building hands-on experience in both IT and customer service. The ideal candidate is passionate about technology, quick to learn, and thrives in a fast-paced, team-oriented environment.

Job Status: Full Time 

Employee Type: Hourly 

Pay: $19-$21/hr DOE to start

Benefits: 

Medical/dental with HSA option
Paid vacation, sick leave, and holidays
401(k) with 4% employer match
Certification assistance & continuing education
Cell phone reimbursement 
Paid parking 
Kitchen, pool table, snacks, and coffee (at the Missoula office)
Personal IT purchasing discount 
Annual branded clothing allowance
Team bonding events 
Emphasis on work-life balance/minimal overtime
Clear advancement opportunities in various IT tracks

Travel/License Required: Yes, Minimal local travel 

Work Schedule: 7AM-4PM or 8AM-5PM, Monday-Friday  (based on department needs)

What You Will Do (First 3–6 Months)
Answer incoming client calls and emails as the first point of contact
Accurately document and categorize IT requests using our PSA system
Maintain client records and internal documentation
Monitor and manage the ticket queue, ensuring quality and consistency
Learn the tools, systems, and workflows of a real-world MSP
Participate in feedback sessions with your Team Lead
What Comes Next (Next 6–12 Months)
As you gain experience and confidence in the Triage role, you will begin:
Troubleshooting and resolving basic IT issues (e.g., password resets, user setups, workstation installations)
Assisting with routine technical tasks under the supervision of senior engineers
Earning certifications, with company-sponsored training support
Moving into a technical support position based on skill development and performance
What You Will Need to Succeed
Excellent customer service and communication skills
Ability to stay calm and organized in a high-volume environment
Basic IT knowledge and a desire to grow (home labs, self-study, or certifications are a plus)
Typing speed of 50+ WPM with strong accuracy
Professional, friendly demeanor—someone clients enjoy working with
Strong attendance and punctuality

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