Corporate IT Service Desk Support

About the Role

Provide first line and single point of contact support to bank employees on a variety of issues over the phone, e‑mail or on‑site. Troubleshoot computer systems, hardware, peripherals, telephony and network connectivity. Have knowledge of when to route incidents to Incident Management. Be able to define differences between an incident request and a change order as defined by ITIL. Accurately communicate knowledge or workarounds within department guidelines.

A significant level of trust, credibility and diplomacy is required. In‑depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Missoula, MT – Corporate position. Entry‑rate: $18.91+ /hr (calculated for Missoula, MT).

• Diagnose, determine solutions, and help callers restore system operations.
• Install pre‑approved software remotely for bank employees.
• Take calls from GBCI employees who are experiencing system problems and provide timely resolution of assigned incidents and requests.
• Escalate incidents through the Incident Management Team.
• Must comply with all company policies and procedures and all applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Complete the assigned online training courses and achieve a passing score by the due date.

• High School Diploma / GED (required).
• Associate Degree in Information Technology or related field (preferred).

• 3 years customer service experience or one year in an IT related position (required).
• Demonstrated technical competence with PC software such as Windows OS and/or Microsoft Office Suites, Citrix end‑user environment or equivalent industry standard (required).
• Prior work experience using call tracking management software to track and manage calls (preferred).

• HDI Desktop Support Certification required within 6 months of hire.

• Trustworthy with significant credibility, discretion and diplomacy.
• Calm and professional interaction with a variety of people from diverse backgrounds.
• Team player with a passion for customer service and a proven ability to build rapport and work effectively at all levels.
• Comprehend and retain technical information.
• Translate technical issues into business‑friendly and user‑friendly language.
• Well organized with ability to prioritize and multi‑task in a fast‑paced work environment and meet deadlines with minimal supervision.
• Proven problem‑solving, analytical and technical skills to identify and understand business needs, identify appropriate solutions and communicate to management for acceptance and implementation.
• Serve as a backup for other staff members in a mutually supportive team work environment.
• Regular, reliable, and timely attendance.

Occasional travel required (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation. Ability to lodge in public facilities.

Indoors, a climate‑controlled shared work area. Moderate noise. Sedentary work with occasional exposure to lifting up to 10 pounds.

Starting salary may vary based on the geographic location of the position. Extensive benefits package includes medical, dental, vision and life insurance. Coverage available to employees and eligible dependents. Eligibility for health savings account, employee assistance program, health rewards program, retirement savings plan (401(k) and profit‑sharing), short and long‑term disability benefits, education and training benefits, and discounts on banking products and services.

Generous paid time off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for part‑time employees up to a maximum of 240 hours per year for certain full‑time employees.

We are an Equal Opportunity Employer and qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No recruiters or unsolicited agency referrals please.