IT Support Technician I

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

POSITION SUMMARY

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, escalate 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.

KEY RESPONSIBILITIES

* 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...