Summary
We're looking for the first voice our clients hear when something goes wrong. You'll own tier 1 help desk tickets and phone support, resolving what you can right away and routing what you can't, with the occasional trip out to a client site to fix something a phone call won't. You'll be helping stand up a business with real backing and real upside, from the ground floor.
Responsibilities
- Answer and triage tier 1 help desk tickets and inbound phone calls, resolving common issues on first contact.
- Support end users with password resets, account access, printer and hardware issues, and everyday software troubleshooting.
- Document every ticket clearly and escalate complex issues to senior engineering with the context they need.
- Travel to client sites for smaller on-site needs: workstation setup, hardware swaps, and local troubleshooting.
- Keep ticket queues moving and follow up with clients until issues are actually resolved, not just closed.
- Maintain a calm, professional tone on every call: you're often the only impression a client gets of ITG that day.
- Work alongside our AI support tools, handling the issues they escalate and helping improve them over time.
Requirements
- 1 to 3 years in a help desk, desktop support, or similar customer-facing IT role.
- Working knowledge of Windows and macOS environments, Active Directory basics, and common office software.
- CompTIA A+ preferred, not required.
- Clear phone presence and patience with non-technical users under pressure.
- Valid driver's license and willingness to travel locally to client sites as needed.
- Organized and dependable, able to manage a full ticket queue without dropping the details.
- Comfortable working alongside AI-driven support tools, and open to learning as our systems evolve.
Why ITG
You'll join early enough to help build the team and standards, not inherit them. A community-benefit mission built into how we're structured, and real room to grow as ITG grows.
Integrated Technology Group is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Pay: $70,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
