IT Support Technician

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

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, elevate 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.

• 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 elevate 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.

• 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…