Service Desk Triage Specialist

Service Desk Triage Specialist

KeyStone Solutions | Cleveland, TN | Full-Time

About KeyStone Solutions

KeyStone Solutions is a full-service IT managed service provider based in Cleveland, Tennessee. We serve small and mid-size businesses, managing more than 6,000 endpoints for our customers. Our clients don't think of us as a vendor — we're their IT department. We run on a modified TruMethods framework, which means clear roles, clear escalation paths, and a team built to move fast without dropping the ball.

The role

When a customer calls KeyStone, you're the first voice they hear. This role is the front door of our service desk: you answer the phone, open the ticket, figure out how urgent the issue really is, and get it into the right hands — whether that's an immediate escalation or the queue for our technical team to pick up. Get this right, and the rest of the service desk runs smoothly. Get it wrong, and a server outage waits behind a password reset.

This is a full-time, on-site position at our Cleveland, TN office, working standard business hours, Monday through Friday.

What you'll do

• Answer inbound customer calls and create a ticket for every issue, request, or question


• Gather enough detail from the caller to understand what's actually broken — not just what they think is broken


• Apply KeyStone's priority criteria to each ticket, based on business impact and urgency


• Escalate high-priority and critical issues immediately, following our escalation procedures


• Route non-urgent tickets into the correct technical queue for follow-up


• Recognize patterns — if five people call about the same outage in twenty minutes, that's not five tickets, it's one incident


• Keep customers informed and calm, especially when the issue is serious or the fix will take time


• Maintain accurate ticket documentation so the technician who picks it up isn't starting from zero


• Work within our SOC 2-aligned processes for handling customer information and system access

What you'll need

• Strong phone and written communication skills — you can stay clear and professional with a frustrated caller


• Comfort multitasking: talking, typing, and thinking at the same time, on every call


• Good judgment under pressure. Triage means making a call on priority in real time, not after the fact


• Basic computer literacy and a willingness to learn ticketing and RMM tools on the job


• Reliability. This role covers the phone lines during business hours, and the team depends on you being there

No prior IT or help desk experience required. We're looking for someone with a strong customer service or call-handling background — retail, hospitality, call centers, medical offices — who's ready to learn IT from the ground up. We'll train you on our tools, our priority framework, and our escalation process.

Nice to have (not required)

• Prior experience in a call center, dispatch, or triage-style role


• Familiarity with ticketing systems or basic IT terminology
  

Compensation and schedule

Competitive pay, based on experience. Full-time, Monday through Friday, standard business hours.

KeyStone Solutions is an equal opportunity employer.