Triage Technician
Lightedge
Apply to this job Des Moines, Iowa on site Until 10/7/2026 First posted August 8, 2026 Last posted August 8, 2026
Job description
The Triage Technician is responsible for being the first responder for inbound customer requests and system alerts through the ticket queue and phone systems. Then, routing escalations to the appropriate technical resources. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Triage and Support Supervisor and works closely with all departments.
Responsibilities
- Serve as the initial point of contact for clients experiencing technical issues and their requests
- Engage with customers on the phone and through our ticketing system to identify incident category and route escalations to the appropriate technical resource or team
- Proactively monitor, report, and triage alerts for customers and internal environments across multiple platforms
- Proactively monitoring a wide variety of customers’ systems, including Backup jobs, Window Server, Linux, AWS (Amazon Web Services), VMware, IBM Power, and Networking devices (Fortinet) and executing defined processes for each
- Ensure related customer cases are associated properly with major incidents
- Accurately and professionally document all communication with customers
- Follow proper escalation procedures to platform engineers during an
- Perform other duties as assigned
Education & Experience
- High School Diploma or equivalent
- Empathetic customer service mindset and attitude
- A superior sense of urgency and customer sentiment
- Excellent written and verbal communication skills
- Enjoys teamwork and collaboration
- Must have excellent problem-solving skills and the ability to prioritize
- Possess the ability to comprehend and execute documented escalation procedures
- Basic understanding of managed IT service provider infrastructure and services such as servers, storage, network, virtualization, recovery services.
Preferred Skills
- ServiceNow and ITSM experience
- Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc)
- Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)
- IBM Power Technologies (IBM I and AIX) – IBM i Operations
About this role
Summary
Respond to customer requests, monitor systems, escalate issues, document communication, support IT infrastructure.
Job title
Triage Technician
Experience level
entry level
Industry
it services
Location requirements
Des Moines, Iowa; on-site preferred, remote possible
Salary
Not specified
Management role
No
Skills & keywords
Required skills
communicationproblem-solvingescalation proceduresIT infrastructure
Preferred skills
ServiceNowITSMmonitoring toolscloud technologiesIBM Power
Specializations
customer serviceIT infrastructurecloud technologiesmonitoring tools
Locations
Structured locations inferred from the posting.
Des Moines, IA, USA
On-site City