IT Service Desk Support - Hybrid 66727

Why live in Helena Montana

Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide.

It is a relatively quiet place to call home where smalltown living collides with outdoor adventure.

Helena has a rich history and was originally founded as a gold camp during the Montana gold rush.

Learn more about moving to and/or living in Helena Montana here.

This position affords the opportunity to telework from a remote location within the state of Montana. Specific conditions will be outlined as part of the job offer and must adhere to state policy.

Why should you keep reading and consider working here

We know you have other work options but we ask you to consider working with us at the State of Montana Department of Administration in the State Information Technology Services Division (SITSD). Our mission to provide shared IT services to support the needs of the state and citizens of Montana. We offer an innovative and collaborative work environment where employees are valued and supported. In addition our employees have the opportunityto be involved insome of the most exciting and innovative ITprojects and initiatives in developmentwithin Montana state government.

What is this career opportunity
The Service Desk is seeking an enthusiastic IT minded individual with fantastic customer service skills to join our team. In this position you will provide enterprise application support for the State of Montana as well as act as the face of SITSD for customer support. You will work with Microsoft applications with an emphasis on Outlook/Exchange SharePoint Office Products and Active Directory as well as interact professionally with various SITSD bureaus to troubleshoot issues and escalate technical issues as necessary.

Duties include (but are not limited to):

providing customer support for instructional calls and questionandanswer calls;

searching and applying knowledgebased articles;

troubleshooting technical issues;

clearly documenting issues (and if applicable the solutions) in ticketing software;

guiding users through stepbystep solutions in a call center environment; and

answering publicfacing citizen calls from folks experiencing technical difficulty using online tools to gain access to various agency benefits or services.

If you have an upbeat and helpful attitude; a knack for problemsolving technical issues; and can handle calls with professionalism sensitivity and diplomacy under pressure consider this opportunity to apply and join our team.

The Service Desk promotes:

A casual and collaborative work environment;

Training opportunities and room for professional growth; and

A healthy balance between your personal and professional life.

What are we looking for

Education and Experience:

Associates degree in information technology or related field; and

One year experience in an IT related occupation; or

Alternate combinations of education and experience will be considered on a casebycase basis.

Competencies:

Knowledge of:

Active Directory;

SharePoint;

Outlook / Exchange.

TEAMS

Ability to:

Utilize documentation to resolve IT issues;

Monitor and mitigate IT issues;

Provide excellent customer service;

Communicate effectively both orally and in writing;

Adapt to shifting business requirements;

Explain technical issues to nontechnical people;

Work with minimal supervision and be a selfstarter;

Take ownership of new business process and incorporate it into SITSDs mission.

Does this sound like you

Please tell us how and why by submitting your resume and cover letter. In your cover letter please tell us about your experience and abilities and how that translates to success for both yourself and our team. (Please Note: You do not need to complete the work experience or the education & certifications portion of the application process in our recruiting system. You only need to upload the requested documentation.

What can you expect from us in return for your hard work