IT Systems

Job Description - IT Systems Support )

Position Title:

IT Systems Support - (  )

Join the Department of Military Affairs Information Technology team as an IT Systems Support 2 and help keep the technology that supports our mission running smoothly. This is a great opportunity for a customer-focused IT professional who enjoys solving problems, learning new systems, and working on a variety of hands-on support needs—from account management and workstation deployments to day-to-day technical troubleshooting.

You’ll work alongside a collaborative team while helping end users succeed with the tools they rely on. This position is based at Fort Harrison near Helena, Montana, and requires regular in-office work, generally 60%–100% of the time. Limited in-state telework may be available based on business needs; telework outside Montana is not available for this position.

The following items must be submitted with the online state application form to be considered (be sure to mark your attachments as relevant):

• Cover Letter

The IT Systems Support 2 position will be tasked with technical support, application troubleshooting, software and system deployments, and general system and network maintenance including:

• Assist non-technical customers and users with computer or technology-related problems;
• Troubleshoot and resolve technical issues;
• Answer questions and train users about computer processes and procedures;
• Maintain records of technical issues, customer problems, and actions taken to resolve problems;
• Set up hardware and software for deployment to users;
• Provide training to users for software programs and peripheral hardware such as printers;
• May assist with computer testing;
• Schedule and perform routine technology maintenance tasks, including evaluation and testing;
• Routinely conduct research to identify and implement solutions for technical problems where the cause is not currently known;
• Tracks and reports recurring technical issues requiring system modification to IT system administrators and managers;
• Maintain a current inventory of deployed system hardware and software;
• May respond directly to escalated customer issues that IT support from lower levels cannot resolve;
• Maintain a current inventory of “on-hand” or “stock” of hardware assets;
• May respond directly to escalated customer issues in order of importance as determined by location and business impact;
• May provide specialized support functions;
• Responsible for a variety of additional duties;
  This requires excellent documentation skills, excellent communication skills, organization and multi-tasking;
• Must have ability to work in, and interact with, a diverse work force in a professional and effective manner;

• 2-year Associate degree in Information Technology or a related field;
• 3 years of experience supporting network or computer systems technologies;
• Other combinations of education, certification, or experience may be substituted.

• May require 8 or more hours a day working with a computer;
• May require more than a 40-hour workweek and on-call to perform systems upgrades and address issues during off-hours;
• May require regular phone use to resolve issues through long-duration calls;
• Occasional need to lift, move, and install computer hardware – up to 25 lbs.

• Normal office environment, located at Fort Harrison, MT;
• Must be able to work physically on-site in the office 60%-100% of the time;
• Telework eligible up to 40% based on business need after the probationary period;
  • Per the Montana Operations Manual Telework Policy , telework is a voluntary flexible work benefit where a designated employee may work from an approved, designated alternative worksite within the state of Montana one or more days per week, as…