IT Support Technician I

Job Description

Job Description

Our Billings, Montana office is currently seeking an experienced IT Support Technician I .

POSITION SUMMARY:
The IT Support Technician I serves as the first point of contact for technical support within the firm and is responsible for providing prompt, courteous, and effective assistance via phone, email, and remote support tools. This position will troubleshoot and resolve basic hardware, software, and network issues, escalate more complex problems to higher-tier support, and ensure a positive user experience through clear communication and timely follow-up. This position will also assist with IT department projects as necessary. This position is 100% in-office in our Billings, MT Office.

KEY RESPONSIBILITIES:

• Incident & Request Management – Monitor support queues and resolve problems with software, devices, and firm member technology function; fulfill requests not related to technical issues including video conferencing and equipment/software requests.
• Account & Access Management – Firm member onboarding and offboarding, password resets, group and role-based access controls, and Multi-Factor Authentication (MFA) support.
• Device Provisioning & Support - Set up and deploy devices with the necessary configurations and software to ensure they are ready for use.
• Knowledge Base & Self-Service – Assist with the development and maintenance of firm member-facing documentation and self-help resources.
• Software Installation & Configuration – Standard application deployment, maintenance, and support.
• Training – Provide ad hoc user guidance and how-to support during issue resolution or service request.
• Document Production – Address and resolve problems with printers, copiers, scanners, and faxing.
• Collaboration & Communication Tools – Email and calendar support, team collaboration, VoIP/softphone setup and troubleshooting.
• Thoroughly document steps taken to troubleshoot and resolve user issues, identifying both the resolution and steps taken to resolve that were unsuccessful.
• Evaluate and escalate support issues to tier 2 technical support as necessary.
• May participate in periodic on-site office visits to review and address outstanding issues and update systems.
• May assist with IT department projects as requested.
• Ethical Responsibilities:
  • Maintains the highest level of integrity when using privileged system access; ensures actions are documented, authorized, and aligned with Firm security standards.
  • Commits to accuracy and completeness in system configurations, logs, and reporting; avoids any manipulation or falsification of technical data.
  • Uses system monitoring and user activity tools only for legitimate business purposes; respects privacy boundaries and adheres to Firm confidentiality standards. 
  • Follows approved change management processes for all system modifications; documents rationale and avoids unauthorized or “shadow” changes to production environments.

KEY SKILLS:

• Strong customer service and interpersonal skills are required to communicate effectively and professionally with all levels of personnel.  
• Able to maintain strict confidentiality of the firm's internal and personnel affairs and client information.
• Able to work in collaboration within a team and independently.
• Able to learn new skills as technology evolves; seeks out avenues to enhance technical skills.
• Possesses excellent attention to detail, follows up on projects, and follows through on deliverables.
• Able to develop and apply comprehensive planning and organizing strategies to ensure tasks and projects are appropriately prioritized and resources are used effectively and efficiently.
• Able to work under tight deadlines, handle multiple detailed tasks, and anticipate when help will be needed from department members.  
• Flexible and able to respond quickly and positively to shifting demands and opportunities.
• Able to effectively work in a multi-office environment and a culturally and educationally diverse environment.
• Writes clearly and informatively, edits work for spelling and grammar, adapts communication to suit needs, presents numerical data effectively, and can read and interpret written information.
• Speaks clearly and persuasively, listens and gets clarification as needed, responds well to questions, and takes a collaborative approach in group settings. 
• Able to take responsibility for work activities and personal actions, follow through on commitments, acknowledge and learn from mistakes, and recognize the impact of one’s behavior on others.
• Able to independently formulate sound decisions and select an effective course of action using available information.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent.
• Minimum of one year of experience in IT support and experience working with ticketing systems, preferred.
• Working knowledge of Microsoft Office Suite, Windows Operating Systems, Adobe, and other similar technologies.
• Must be able to read, comprehend, and follow written and verbal instructions.
• Must be a self-starter, capable of independently learning new systems.
• Available to work overtime as needed and approved by supervisor.
• Available to travel as needed.
• Valid driver’s license.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

PAY & BENEFITS:
The Firm offers a competitive wage and a comprehensive benefits package including: 

• Medical, dental, and vision.
• Employer paid short and long-term disability.
• Voluntary life, accident, and critical illness.
• Flexible spending accounts.
• Vacation, sick, and personal leave.
• Paid parental leave.
• Fully vested 401(k) retirement plan with employer contributions (eligible after 1 year).

DISCLAIMER:
This job posting is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function.