IT Service Desk Technician

Impact Technology Group, a Doeren Mayhew company, is a growing managed services provider serving professional services firms in the Birmingham area. We design, implement and support secure, reliable IT environments that help businesses operate efficiently and confidently.

We believe small and midsized organizations deserve enterprise-level technology solutions delivered with a personal touch. Our team is committed to dependable service, practical solutions, strong documentation and an outstanding client experience.

Impact Technology Group, a Doeren Mayhew company, is seeking a motivated Technical Triage Technician to join our service desk team in Birmingham, Alabama. As the first point of contact for clients seeking technical support, you will gather and document information, resolve common technical issues and coordinate effective escalation when additional expertise is needed.

This role is well suited for an early-career IT professional who enjoys helping people, communicates clearly and wants to build hands-on technical experience in a managed services environment. You will work alongside an experienced team while developing your skills in troubleshooting, client service, documentation and service desk operations.

• →Respond to incoming client support requests by phone, email and the service desk.
• →Create and maintain accurate support tickets for all client requests, tasks and technical issues.
• →Gather relevant information, including the affected user or device, urgency, business impact, error messages and recent changes.
• →Categorize and prioritize tickets and route them to the appropriate resource when necessary.
• →Provide first-level troubleshooting for common workstation, Microsoft 365, email, password, printer, VPN, browser, peripheral and application issues.
• →Assist clients with computer, peripheral, software, access and usability questions.
• →Follow documented procedures for routine support tasks, including software installation, printer mapping, password resets, new-user assistance and workstation checks.
• →Verify user access to email, file shares, printers, business applications, internet resources and standard network services.
• →Troubleshoot basic connectivity, endpoint, security alert and backup issues within established procedures.
• →Coordinate with vendor support when needed to resolve hardware, software and application issues.
• →Recognize when additional expertise is required and escalate issues with clear documentation of troubleshooting steps and findings.
• →Maintain accurate ticket notes, status updates, priorities, time entries and client communications.

• A bachelor’s degree in management information systems, information technology or a related field is preferred but not required. CompTIA A+, technical coursework, internship experience, help desk, call center, or customer service experience are also valued.
• Familiarity with Microsoft Windows, Microsoft 365 Admin, browsers, printers and common business applications.
• Understanding of computers, peripherals, mobile devices, software installation and standard troubleshooting practices.
• Basic knowledge of networking concepts such as internet connectivity, Wi-Fi, DNS, DHCP and shared resources is preferred.
• Foundational IT knowledge with an interest in growing within a managed services environment.
• Experience with Active Directory, user accounts, endpoint protection or ticketing systems is helpful but not required.
• Professional customer service skills and a commitment to providing a positive client experience.
• Clear verbal and written communication skills with the ability to ask thoughtful questions and document issues accurately.
• Ability to follow documented procedures, manage multiple requests and know when to escalate an issue.

• You enjoy helping people and can communicate patiently with both technical and non-technical users.
• You are curious, coachable, and interested in building a long-term career in IT support.
• You are dependable, detail-oriented, professional, and able to manage multiple requests in a fast-paced support environment.
• You are comfortable following procedures, asking for help when needed, and escalating work appropriately.

This position requires full-time, in-office availability Monday through Friday from 7 a.m. to 4 p.m. Central Time.