IT Service Desk Technician

IT Service Desk Technician Needed for a Growing IT Sales, Service & Support Company!

Join a growing company that is a regional IT powerhouse.

A Montana based IT company is seeking candidates for full time on-site Service Desk Technician.

We are a fast moving and innovative company that is changing people’s businesses every day… and if you want to make a difference and be a valued key member of a fast-growing business while growing your own skills and career, then read on…

We believe that clients can be better served, and that workplaces can offer more freedom and flexibility, so that employees have space to enjoy their life and spend time with their families. We believe we can always be better AND be more profitable, too!

If you believe that too, then you just might be right for our team.

Working at Information Systems of Montana is demanding, but also flexible, fun, and very rewarding. This is a FANTASTIC opportunity to get paid to learn, working at an innovative company making a difference. You would be contributing to our big mission: helping businesses achieve more productivity in a secure environment.

Here is some of what you’ll be learning and doing…

We’re looking for a team player with strong technical, organization, documentation and communication skills to help us make sure our business runs smoothly, and to improve the effectiveness of our team and support efforts.

General Summary:

The Service Desk Technician is responsible for daily response to service requests.

Perform service request intake from clients for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Position Responsibilities:

• Act as the single point of contact to the client for all types of service requests
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Monitor schedule to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase the productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Understand processes in CRM by completing assigned training materials and blueprints in the CRM training system
• Enter all work as service tickets into the CRM tool
• Admin/Data Entry tasks as assigned

Knowledge, Skills, and Abilities:

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts. Must have great customer service skills both on the phone and off, good sense of humor and be able to establish and maintain professional working relationships with clients, suppliers, staff, and management, as well as communicate complex information clearly (100% English fluency is a must) to both technical and non-technical audiences.

This is a full-time on-site position (not a remote position) Experience is required, you must be a U.S. Citizen and pay is DOE.

Sound like you?

If this sounds like the perfect position for you, we’d love to have you apply by following the steps below.

P.S. You’re probably A LOT better than you think. We are looking for the perfect fit. The right person will get the development they need to be successful. It may just be you!

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Referral program
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• CRM software: 1 year (Preferred)

Ability to Commute:

• Helena, MT 59601 (Required)

Ability to Relocate:

• Helena, MT 59601: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $23