IT Specialist I

Description

Our Billings, Montana office is currently seeking an IT Specialist I.

Position Summary

The IT Support Specialist I (Help Desk Level 1) serves as the first point of contact for technical support, providing reliable, hands-on assistance to ensure employees can effectively use company technology. This role focuses on basic troubleshooting, desktop and device setup, physical hardware support, and asset management. Through consistent service delivery, accurate documentation, and timely escalation, the position supports operational continuity while adhering to established IT standards, security protocols, and service expectations.

Key Responsibilities

Microsoft 365 & Endpoint Support

• Assist with Intune device enrollment and verify standard configurations are applied.
• Perform routine Microsoft 365 user support tasks, including password resets, mailbox access, and distribution list updates, following documented procedures.
• Provide basic Teams support (login, audio/video, permissions), escalating VoIP or configuration issues as needed.
• Follow established data handling and labeling procedures, escalating policy-related issues to senior IT staff.
  
  

Network & Infrastructure Support

• Perform basic physical network tasks, including running Ethernet cabling and connecting workstations, cameras, doors, and peripherals.
• Assist with hardware installation and replacement for network devices under direction of senior IT staff.
• Perform basic connectivity checks and troubleshooting (e.g., cable integrity, port connectivity), escalating firewall or switch configuration issues.
  
  

Identity & Access Support

• Provision and deprovision of user accounts based on approved requests and documented workflows.
• Assist with MFA setup and password-related support issues.
• Maintain accurate records of access changes in ticketing and documentation systems.
  
  

Technical Support

• Serve as first-level support for end-user hardware, software, and connectivity issues.
• Troubleshoot common PC, peripheral, and application problems using documented solutions.
• Escalate unresolved or complex issues to Tier 2 or higher-level IT staff.
• Accurately document incidents, actions taken, and resolutions in the ticketing system.
  
  

Telephony & Desktop Support

• Provide basic PBX and telephony support, including user setup and headset troubleshooting; escalate call routing or configuration changes.
• Set up, deploy, and maintain desktops, laptops, and peripherals for new hires and replacements.
• Perform routine maintenance such as hardware swaps, basic diagnostics, and device refreshes.
• Assist with hardware lifecycle management, including inventory updates, returns, and decommissioning.
  
  

Documentation, Assets & User Support

• Maintain accurate documentation for assets, tickets, and routine support procedures in accordance with SOPs.
• Provide basic guidance to users on standard software, hardware use, and security best practices.
• Share approved documentation and reference materials with end-users as needed.
  
  

Projects & Compliance Support

• Assist senior IT staff with implementation tasks for IT projects as assigned.
• Follow HIPAA, SOC-2, and internal security requirements when handling systems and data.
• Promptly report security concerns, incidents, or policy deviations.
  
  

Key Skills

• Ability to troubleshoot issues logically and methodically.
• Strong written and verbal communication skills for creating documentation and interacting with non-technical users.
• Willingness to collaborate with colleagues, share knowledge, and support team objectives.
• Comfortable adjusting to new technologies and priorities in a fast-paced environment.
• Able to track multiple tickets, tasks, and projects simultaneously with attention to detail.
  
  

Minimum Qualifications

• Must be at least 18 years of age
• High school diploma
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software.
• Must be able to read, comprehend, and follow written and verbal instructions.
  
  

Prefered Experience

• Strong communication and customer service skills.
• Ability to multitask and prioritize support requests effectively.
• Working knowledge of security best practices.
• Experience with troubleshooting hardware and software issues.
• Familiarity with Microsoft 365 administration (Intune, Exchange, Teams).
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VLANs).
  
  

Physical Requirements

• Prolonged periods of sitting.
• Perform repetitive tasks such as typing and clicking.
• Must be able to lift and move light items up to 20 pounds at times.
• Must be able to bend, reach, push, pull, lift, and sit.
  
  

The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Benefits

The company offers a comprehensive benefits package including:

• Medical, dental, and vision.
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability.
• Vacation, sick and floating holidays.
• Employee assistance program.
• Paid parental leave.
• 401(k) retirement plan.
  
  

Disclaimer

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

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status.

If you require a reasonable accommodation to complete the application or interview process, please contact us at dl-human-resources@caseopp.com.