Corporate IT Service Desk Support I - Missoula

Make Choteau Home; Missoula (MT); On-site; USD 22,000 - 31,000; Full time

Job summary

Make Choteau Home seeks an IT Help Desk professional to provide first-line and single-point contact support for bank employees via phone, email, or on-site. You will troubleshoot systems, hardware, and network connectivity, and route incidents per ITIL guidelines.

The role requires trust, diplomacy, and the ability to explain technical information in business terms. Entry-rate starts at $19.28+ per hour for Missoula, MT, with compensation differences based on location, experience, and education.

Qualifications

• 3 years customer service experience or 1 year in an IT related position.
• Advanced experience in PC software such as Windows OS and/or Microsoft Office Suites, Citrix End-user environment or equivalent.
• Preferred: Experience using call tracking management software to track and manage calls.

Responsibilities

• Diagnose, determine solutions, and help callers restore system operations. Install pre-approved software remotely for Bank Employees.
• Take calls from employees experiencing system problems and provide timely resolution; escalate incidents through Incident Management Team.
• Must comply with company policies, procedures, and applicable laws, and complete assigned online trainings with a passing score.

Skills

Customer service

Windows OS

Citrix End-user environment

Communication

Education

High School Diploma / GED

Associate Degree

Information Technology or related field

Tools

Call tracking software

Job description

About The Role

Provide first line and single point of contact support to bank employees on a variety of issues over the phone, e-mail or on-site. Troubleshoot computer systems, hardware, peripherals, Telephony, and Network connectivity. Have knowledge of when to route incidents to Incident Management. Be able to define differences between an incident request and a change order as defined by ITIL. Accurately communicate knowledge or work arounds within department guidelines.

A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

This is a Corporate position that is located in Missoula, MT. The entry-rate for this position is $19.28+ /hour (calculated for Missoula, MT).

All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Description

• Diagnose, determine solutions, and help callers restore system operations. Install pre-approved software remotely for Bank Employees.
• Take calls from GBCI employees who are experiencing system problems. Provide timely resolution of assigned incidents and requests. Escalate incidents through Incident Management Team.
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.

About You

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Required: High School Diploma / GED
• Preferred: Associate Degree
• Preferred: Information Technology or related field.

Experience

• Required: 3 years customer service experience or one year in an IT related position.
• Required: Advanced Experience – Demonstrated technical competence with PC software such as Windows OS and/or Microsoft Office Suites, Citrix End-user environment or equivalent industry standard.
• Preferred: Beginner Experience – Prior work experience using call tracking management software to track and manage calls.

Would an equivalent combination of relevant education and work experience be considered?: No

License/Certification

• Required within 6 months of hire: HDI Desktop Support Certification

Required Skills and Abilities

• Employee must be trustworthy and possess a significant level of credibility, discretion, and diplomacy.
• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
• Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.
• Ability to comprehend and retain technical information.
• Ability to clearly translate technical issues into business-friendly and user-friendly language.
• Employee must be well organized with ability to prioritize and multi-task in a fast paced work environment and meet deadlines with minimal supervision.
• Employee must have proven problem solving, analytical, and technical skills to identify and understand business needs, identify appropriate solutions, and communicate to management for acceptance and implementation.
• Ability to serve as a backup for other staff members in a mutually supportive team work environment.
• Employee must be capable of regular, reliable, and timely attendance.

Additional Requirements

Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Working Conditions

Environment: Indoors, a climate-controlled shared work area.

Noise Level: Moderate noise; not extreme or excessive; within reasonable limits.

Lifting: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Close visual acuity to conduct inspection of small parts and defects, operate and inspect machines and devices, and assemble parts at distances close to the eyes.

Physical Activities

Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.

Infrequent – rare.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.

Infrequent – rare.

Crawling: Moving about on hands and knees or hands and feet.

Infrequent – rare.

Crouching: Bending the body downward and forward by bending leg and spine.

Infrequent – rare.

Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips.

Infrequent – rare.

Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling.

Daily.

Grasping: Applying pressure to an object with the fingers and palm.

Infrequent – rare.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Infrequent – rare.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Occasional – now and then.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

Occasional – now and then.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Occasional – now and then.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Daily.

Stooping: Bending body downward and forward by bending spine at the waist.

Infrequent – rare.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.