Corporate IT Service Desk Support - Missoula

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. Determine when incidents should be routed to Incident Management and distinguish between an incident request and a change order as defined by ITIL. Accurately communicate knowledge or work‑arounds 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.

This is a corporate position located in Missoula, MT. The entry‑rate for this position is $18.91+ per hour (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. 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.

• Education: High School Diploma or GED (required). Preferred:
  Associate Degree in Information Technology or a related field.
• Experience:
  • Required:
    
    3 years of customer service experience or 1 year in an IT‑related position.
  • Advanced
    
    Experience:
    
    Demonstrated technical competence with PC software such as Windows OS and/or Microsoft Office Suites, Citrix End‑user environment or equivalent industry standard.
  • Preferred:
    Prior work experience using call tracking management software to track and manage calls.
• License/Certification: 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 at all organizational levels.
• Team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels.
• Ability to comprehend and retain technical information.
• Ability to clearly 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.
• Ability to serve as a backup for other staff members in a mutually supportive team‑work environment.
• Regular, reliable and timely attendance.

• Travel: Occasional travel (