Help Desk Technician - Phone Based Tech Support/Dispatch

Starting Wage: $18 - $23 DOE

Location and Travel Requirements: In office position located in Great Falls MT. Candidates must be able to successfully commute to the office. This position is responsible for answering phones and providing tech support along with dispatch to client sites as needed within the local range of the Great Falls Office.

Summary:

We are a managed IT service provider working with organizations across the state of Montana. We manage our clients IT both on site at their location as well as remotely.

We are expanding our operations across the state and are looking for a dedicated and customer-focused Help Desk Technician to join our team. As a Help Desk Technician, you will play a crucial role in providing technical support to our clients via phone, email, and our ticketing system along with local dispatch to a clients site as needed. Your responsibilities will include troubleshooting technical issues, assisting clients with software and hardware problems, and coordinating with field technicians during on-site visits.

Responsibilities

• Skills
• Desire to work with others
• Ability to think logically and troubleshoot solutions
• Strong work ethic
• Positive Attitude
• Willingness to Learn
• Client Support:
• Respond promptly to client inquiries via phone, email, and our ticketing system.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Provide clients with technical training when requested by clients or administrators.
• Assist with hardware repairs at office locations including purchasing when necessary.
• Provide excellent customer service and ensure client satisfaction.
• Dispatch:
• Coordinate with field technicians to assist during on-site visits for client issues and support.
• Dispatch to local client sites as needed based on urgency and location.
• Documentation:
• Document all client interactions, troubleshooting steps, and resolutions.
• Update Client knowledge base with common issues and solutions.

Qualifications

• Technical Skills:
• Proficient in Windows and macOS operating systems.
• Familiarity with common business applications (Microsoft Office, Google Workspace, email clients, etc.).
• Basic understanding of networking concepts.
• Basic understanding of hardware repair and troubleshooting skills.
• Communication:
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical clients.
• Maintain professionalism at all times both with fellow workers and clients on site.
• Customer Service:
• Patient, empathetic, and customer-focused attitude.
• Ability to remain calm under pressure and prioritize tasks effectively.
• Location:
• Must be located in Montana or willing to relocate.

Other Requirements

• Able to lift and move computers and computer-related equipment (50 lbs ) and work on ladders
• Valid Montana driver’s license and reliable transportation along with the ability to be insured on the company vehicle
• Willingness to travel to client locations
• Ability to work longer days when scheduled (up to 12 hour days)
• Successful background check - no criminal or other history that would impede working in a K-12 environment

Benefits

• Competitive salary based on experience and training (including college and certifications). Pay scale is transparent.
• Health insurance
• Paid time off
• Tuition Reimbursement
• Simple IRA with Matching
• Professional development opportunities

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• No experience needed
• Under 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• Rotating weekends
• Weekends as needed

Ability to Relocate:

• Great Falls, MT: Relocate before starting work (Required)

Work Location: In person