Intake & Triage Specialist at TOTAL SOLUTIONS IT INC – Marcy, New York

Total Solutions is seeking an Intake & Triage Specialist to join our team as a frontline support! This role is primarily non-technical and centers on triaging incoming support requests via phone, email, and voicemail, creating tickets in our system, ensuring accurate issue prioritization, and providing complete/accurate documentation. The ideal candidate will have strong verbal and written communication skills, a professional demeanor, and the ability to multitask in a fast-paced environment.

Total Solutions is a Managed Service Provider located in New York’s Mohawk Valley. We handle outsourced I.T. for a growing number of clients across Central New York. Every day, we focus on Making I.T. Easy for our clients! Our company is all about continuous improvement and growth, and we are always looking for talented professionals that enjoy being a part of a team. Our employees are crucial to the success of our company, and for that reason, Total Solutions offers our employees a comprehensive Day-1 benefits package and opportunities for personal and professional development.

• Full time & Part time available (Standard business hours are 8 AM to 5 PM, Monday - Friday)

• Training will be provided on internal systems and triage standards

• Time away from work benefits start at 40 hours sick leave and 96 hours of Paid Time Off (Based on full time)

• Generous insurance package starting Day 1: EPO health insurance with prescription drug coverage, vision, dental, and Health Reimbursement Arrangement (HRA) (Based on full time)

• 401K, with a 3% company match (Based on full time)

• Work from a call queue to manage multiple incoming requests efficiently

• Answer incoming calls promptly and professionally

• Follow simple guides for basic issue resolution

• Gather issue details and create detailed service tickets in AutoTask

• Set client expectations for next steps and timelines

• Monitor and triage the support email/voicemail inbox

• Assign ticket priorities based on defined impact and urgency standards

• Service quality assurance

• Scheduling confirmation

• Other duties as assigned