IT Support Technician

IT Support Technician (Regional)

Reports to

IT Service Delivery Manager

Open positions

One - West

Location

West: Missoula, MT - covering MT, CO, NM, NV, WA and CA

Work arrangement

West: Hybrid - remote and the Missoula, MT office

Hours

West: Mountain business hours (Mountain Time)

Travel

Within the region, estimated at 20-30%

Employment type

Full-time, with rare weekend maintenance

Level

Individual contributor - technician

Experience

4+ years

About the role

We are hiring an experienced IT Support Technician to be the hands-on, go-to technology resource for engineers, surveyors and staff in their region. This is not a ticket-routing role: you will own issues from first contact through second-level resolution and support the engineering and design applications our people rely on, helping users remotely by phone, chat and remote-access tools, and in person when needed.

You will work a set weekday shift on a staggered team schedule that extends support into the early morning and evening across time zones. During those hours you may be the only technician on shift, backed by escalation support, the IT Service Delivery Manager, and our infrastructure and applications teams.

Key responsibilities

Own support for your offices

• Be the go-to IT contact for the offices in your region.
• Own escalations end to end, coordinating with infrastructure, applications and vendors until the issue is closed.
• Spot recurring problems and flag them for root-cause fixes rather than repeatedly working around them.

Resolve issues, first contact through second level

• Handle requests by phone, chat, email, the self-service portal and in person; resolve on first contact wherever possible.
• Provide remote support with remote-access tools for users at home, in the field and in offices without on-site IT.
• Troubleshoot Windows laptops and desktops, Microsoft 365 and Teams, identity and MFA, printers and plotters, peripherals and mobile devices.
• Troubleshoot connectivity, including Wi-Fi, VPN and local network issues, and escalate to infrastructure or vendors when needed.
• Process access requests, password and MFA resets, distribution list and license changes.
• Log every request in the ticketing system, keep users updated on the status of their requests, and keep the asset inventory accurate.

Support engineering and field technology

• Support CAD, BIM and GIS applications at the desktop (Autodesk, Bentley, Esri), including license clients and large-format printing.
• Support survey and field hardware, data offload workflows and drone (UAS) data handling.

Deploy and maintain devices

• Image, configure, deploy, refresh and securely retire laptops, desktops, mobile devices and peripherals.
• Run onboarding and offboarding: accounts, permissions, devices and system access.
• Set up and troubleshoot conference room and audio/visual equipment.

Make the whole team better

• Write and maintain knowledge base articles and technical procedures.
• Show users how to get the most from their equipment and software, explaining technical issues in plain language.
• Support company-wide rollouts such as migrations, security controls and application changes, plus integration of acquired offices.
• Take part in rare weekend hours maintenance when needed.

Required skills and abilities

• 4+ years of hands-on desktop, end-user or help desk support, including on-site and remote support of multiple office locations.
• Strong, methodical troubleshooting and problem-solving: gathering the facts, diagnosing the cause and fixing it.
• Proven ability to work independently, without a colleague at the next desk, and to manage time and multiple requests to meet promised timeframes.
• Excellent customer service: patient, a good listener, and calm with frustrated users.
• Clear spoken and written communication, including explaining technical concepts in plain language and writing clear ticket notes and documentation.
• The judgment to represent IT credibly to senior engineers and office leaders.
• Valid driver's license and willingness to travel within your region.
• Ability to lift and move equipment up to 50 lbs.

Technical requirements

• Windows 10/11 endpoint troubleshooting, imaging and application deployment.
• Microsoft 365 client services and Teams.
• Active Directory and Microsoft Entra ID account administration, permissions and MFA support.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN) and wireless troubleshooting.
• Printer, plotter and peripheral setup and troubleshooting.
• Remote support tools and a ticketing/ITSM system (such as ServiceNow or Jira).
• Mobile device management (such as Microsoft Intune).

Preferred qualifications

• Experience supporting architecture, engineering or construction software: Autodesk (AutoCAD, Civil 3D, Revit), Bentley (MicroStation, OpenRoads), Esri ArcGIS, survey and reality-capture tools.
• Experience supporting survey/field hardware or drone data workflows.
• Conference room and audio/visual support.
• Experience with an office acquisition or IT integration.
• Certifications such as CompTIA A+ or Network+, Microsoft 365 Fundamentals or Microsoft Endpoint Administrator.
• Associate degree in Information Technology or a related field.

What success looks like in the first twelve months

• Every office in your region knows you by name and how to reach you.
• Service levels and satisfaction met, office by office.
• Your knowledge base articles are being reused by colleagues.
• The devices in your region are on the company standard.