IT Service Desk Triage Specialist

Why You’ll Love Working Here

·        Erlach Computer Consulting is a small, locally owned Reno-based managed IT services provider supporting roughly 70 Northern Nevada businesses with 2000 small business employees. We build our reputation on something we call Beautiful IT™: technology that just works, delivered by people who are genuinely good to deal with. The Triage Specialist is where that promise starts.

·        Work with a supportive team that genuinely helps each other 

·        We have clear processes and expectations 

·        The Triage role has the opportunity to grow into Service Coordination, Account Management and other operational roles

·        We believe technology should be easy for clients and enjoyable for employees

Be the first voice our clients hear

Are you the person who stays calm when everyone else is stressed? Do people naturally trust you to solve problems and keep things organized? If so, you might be exactly who we're looking for.

You are the front door of our service desk. This is a fast-paced, phone-intensive position where you'll spend much of your day supporting business users at our client organizations, gathering information, creating tickets, and ensuring requests are routed correctly. You answer the phone, capture what is going on, set the priority correctly, and hand off a clean ticket that a technician can act on immediately. No one is left wondering whether anyone heard them.

•      Answer incoming client calls within two rings and be the calm, reassuring voice on the other end

•      Monitor every intake channel (phone, support mailbox, client portal, voicemail) and create a ticket for every request

•      Ask the right questions fast: what broke, who is affected, is there a workaround, what changed recently

•      Document requests clearly, completely, and accurately so technicians have the information they need to begin work without additional client follow-up

•      Set impact and urgency so each ticket lands at the correct priority, and confirm the right service agreement

•      Keep the triage board at zero and hand off fully documented tickets to the Service Coordinator

•      Handle emergencies with judgment. On a Priority 1, you stay on the line and warm-transfer to the responsible technician. You do not hang up and promise a callback

•      Spot patterns before anybody else sees them; repeat issues, duplicate tickets, gaps in how requests reach us, and flag them so we can fix the root cause

•      You do not need to be an IT expert to succeed in this role. This is not a technical troubleshooting position. Your job is to gather the right information, document it clearly, and ensure every request gets where it needs to go

•      Every incoming ticket acknowledged and triaged within 12 minutes

•      Triage board at zero throughout the day

•      95% accuracy on triage data (priority, type, agreement, classification)

We share the metrics up front because we track them, and they're absolutely achievable once you learn our systems.

•      A calm, confident, and professional phone presence. This is a phone-intensive role where you'll spend much of your day speaking with clients, actively listening, asking the right questions, and staying composed when the person on the other end is frustrated or stressed

•    Comfortable managing multiple requests, interruptions, and competing priorities while maintaining accuracy and professionalism

•      At least a year of experience in a phone-based customer service, client support, front desk, call center, or help desk environment. MSP experience is a bonus, not a requirement

•      Strong active listening skills and the ability to identify critical details that others might miss

•      Serious organization and attention to detail. You are the person who gets it right the first time

•      Comfort with PCs, Microsoft 365, and everyday business apps. Enough to categorize an issue correctly, not enough to need a CS degree.

•      The ability to pick up new software quickly. Our ticketing and monitoring platforms will be new to you and that is fine.

•      Discretion. You will see client information, and it is not to be shared outside of the organization.

Preferred Qualifications:

·        Experience working with a Managed Service Provider (MSP)

·        Experience with ticketing or service desk platforms such as AutoTask, ConnectWise, HaloPSA, Zendesk, ServiceNow, Freshdesk or similar

·        Experience handling high volume calls

·        Familiarity with Microsoft 365 applications

Required: High School Diploma or equivalent

In this position you will learn about every client, system, and team member. People who are excellent at this role understand our business better than almost anyone, and that opens doors into service coordination and account management.

You'll work alongside a team that believes responsiveness matters. When clients need help, we answer the phone.

•     Location: Reno, NV (South Reno), on-site

•      Schedule: Monday to Friday, 8:00am to 5:00pm. No evenings, weekends or on-call responsibilities

•      Compensation: $18.00 to $20.00 per hour, depending on experience

•     Benefits: 100% Employer-paid health, dental, and vision insurance; paid time off; paid holidays; employer-matched retirement plan; and opportunities for professional development

Physical requirements: prolonged sitting and computer use, repetitive hand and wrist motion, clear speech and hearing, close vision and color differentiation.

If you're great with people, stay calm under pressure, and learn new systems quickly, we'd still like to hear from you. We can teach our tools and processes. We can't teach professionalism, curiosity, and a genuine desire to help others.

This position may also be a great fit for candidates with experience as a Customer Service Representative, Help Desk Coordinator, Service Desk Administrator, Front Desk Coordinator, Technical Support Representative, Call Center Representative, Administrative Coordinator, or Client Services Specialist.

• If you're the kind of person who genuinely enjoys helping people, keeping things organized, and bringing calm to chaotic situations, we'd love to meet you.