{"id":3977269,"url":"https://alion.io/job/westbourne-it-it-greeter-technical-triage-specialist","title":"IT Greeter / Technical Triage Specialist","company":{"id":4467522,"name":"Westbourne IT","domain":"westbourneit.com","url":"https://alion.io/company/westbourneit","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"HireHive","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Alameda, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50,"max":55,"currency":"USD","period":"hour","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-09T15:23:18Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-11T16:55:14Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Overview\nWe are seeking a proactive, customer-focused, and technically knowledgeable IT Greeter / Technical Triage Specialist to serve as the first point of contact for employees requiring onsite IT assistance.\nThis role goes beyond traditional front-desk support. The successful candidate will possess a strong understanding of IT systems, hardware, software, and common technical issues, enabling them to accurately assess, prioritise, and direct support requests to the appropriate technical teams.\nThe IT Greeter will play a key role in delivering a seamless employee IT support experience by ensuring that issues are understood, correctly categorised, and efficiently routed for resolution.\nKey Responsibilities\nIT Support & Technical Triage\nAct as the first point of contact for employees visiting the onsite IT support desk.\n\nWelcome and assist employees with IT-related enquiries, incidents, and service requests.\n\nPerform initial technical assessments to understand the nature, urgency, and impact of reported issues.\n\nTroubleshoot and resolve basic technical issues where possible.\n\nAccurately categorise, prioritise, and assign support tickets to the appropriate L1, L2, or L3 engineers.\n\nIdentify critical or recurring technical issues and escalate them promptly.\n\nEnsure all incidents and service requests are logged and tracked through the IT Service Management (ITSM) system.\n\nTechnical Knowledge & Troubleshooting\nDemonstrate a strong understanding of common IT issues relating to laptops, desktops, mobile devices, operating systems, networks, and business applications.\n\nAssist with basic troubleshooting of Microsoft 365, Outlook, Teams, VPN connectivity, printers, and peripheral devices.\n\nRecognise issues involving user accounts, passwords, access permissions, connectivity, and system performance.\n\nGather relevant technical information before escalating incidents to minimise resolution times.\n\nCoordinate with onsite engineers and remote IT support teams to ensure effective issue resolution.\n\nCustomer Service & Employee Experience\nDeliver a professional, friendly, and efficient IT support experience to all employees.\n\nCommunicate clearly with users to understand technical concerns and explain next steps.\n\nManage user expectations regarding ticket priorities, resolution times, and escalation procedures.\n\nMaintain a welcoming and organised onsite IT support environment.\n\nFollow up on outstanding requests and ensure employees receive timely updates.\n\nBuild positive working relationships with employees and technical support teams.\n\nIncident Management & Service Coordination\nCreate, update, and manage tickets using ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.\n\nEnsure accurate documentation of reported issues, troubleshooting steps, and ticket assignments.\n\nMonitor incoming requests and identify incidents requiring immediate attention.\n\nCoordinate with Concierge Engineers, Service Desk teams, and senior technical engineers.\n\nSupport adherence to agreed service-level agreements (SLAs) and IT support procedures.\n\nContribute to knowledge base articles, troubleshooting guides, and process improvements.\n\nRequired Skills & Experience\n2-4 years of experience in IT Service Desk, Desktop Support, IT Helpdesk, or a similar technical support role.\n\nStrong understanding of IT troubleshooting principles and incident triage.\n\nWorking knowledge of Windows operating systems, Microsoft 365, Outlook, Teams, and common enterprise applications.\n\nFamiliarity with laptops, desktops, mobile devices, printers, and peripheral devices.\n\nBasic understanding of Active Directory, user account management, VPN, Wi-Fi, and network connectivity.\n\nExperience using IT ticketing systems such as ServiceNow, Jira, or similar platforms.\n\nAbility to identify, categorise, and prioritise technical incidents accurately.\n\nExcellent customer service, communication, and interpersonal skills.\n\nStrong organisational skills and the ability to handle multiple support requests.\n\nConfidence communicating with both technical and non-technical employees.\n\nAbility to work independently in a fast-paced corporate environment.\n\nDesirable Qualifications\nCompTIA A+ certification or equivalent technical qualification.\n\nITIL Foundation certification.\n\nMicrosoft 365 Fundamentals or other relevant Microsoft certifications.\n\nPrevious experience in an onsite IT support, Tech Bar, IT Walk-Up Desk, or IT Concierge environment.\n\nExperience supporting employees in a multinational or enterprise organisation.\n\nIdeal Candidate Profile\nThe ideal candidate will be a technically capable IT support professional with excellent customer service and problem-solving skills.\nThey should be able to understand a wide range of IT issues, ask the right diagnostic questions, assess the level of technical support required, and ensure each issue reaches the most appropriate engineer.\nThis position requires more than simply receiving and assigning tickets. The successful candidate must demonstrate sufficient technical knowledge to make informed triage decisions, prevent unnecessary escalations, and contribute to an efficient and high-quality IT support service.\nKey Success Measures\nAccurate and timely triage of incoming IT incidents and service requests.\n\nEffective assignment of tickets to the appropriate support teams.\n\nReduced ticket reassignment and unnecessary escalations.\n\nPositive employee feedback and high customer satisfaction.\n\nTimely escalation of business-critical IT issues.\n\nAccurate ticket documentation and adherence to IT service management procedures.\n\nWork Requirements\nFull-time onsite position based in Alameda, California.\n\nRequired to work onsite five days per week.\n\nNo remote or hybrid working arrangements.\n\nAbility to collaborate closely with onsite IT engineers, the Service Desk, and other technical teams.","description_format":"text","description_chars":5871,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Healthcare & Life Sciences Consulting"],"lifecycle":[{"event":"open","at":"2026-11-09T18:33:47Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/westbourne-it-it-greeter-technical-triage-specialist","json_url":"https://alion.io/job/westbourne-it-it-greeter-technical-triage-specialist.json","meta":{"generated_at":"2026-11-11T21:00:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":41079,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4467522},"rest":"https://alion.io/mcp/rest/get_company?id=4467522"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwestbourne-it-it-greeter-technical-triage-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwestbourne-it-it-greeter-technical-triage-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwestbourne-it-it-greeter-technical-triage-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/westbourne-it-it-greeter-technical-triage-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwestbourne-it-it-greeter-technical-triage-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3977269}},{"tool":"search_jobs","arguments":{"company":"westbourneit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3977269},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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