Corporate IT Service Desk Support I

About the role

Provide first-line and single point of contact support to bank employees on a variety of issues via phone, e-mail or on-site. Troubleshoot computer systems, hardware, peripherals, telephony, and network connectivity. Know when to route incidents to Incident Management and 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.

This is a corporate position located in Missoula, MT.

Responsibilities

• 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.
• Comply with all company policies and procedures and all applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Complete assigned online training courses and achieve a passing score by the due date.

Qualifications

• Education:
  • Required: High School Diploma / GED
  • Preferred: Associate Degree in Information Technology or related field
• Experience:
  • Required: 3 years customer service experience or one year in an IT-related position
  • Required 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 Beginner Experience: 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

Skills and abilities

• Trustworthy with a significant level of credibility, discretion, and diplomacy.
• Capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside the organization.
• 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.
• Capable of serving as a backup for other staff members in a mutually supportive team environment.
• Capable of regular, reliable, and timely attendance.

Additional requirements

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

Working conditions

• Environment: Indoors, climate-controlled shared work area.
• Noise Level: Moderate noise; not extreme or excessive.
• Lifting: Sedentary work: exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Vision: Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read computer screen, printed materials, and handwritten materials; conduct inspection of small parts and defects, operate and inspect machines and devices, and assemble parts at distances close to the eyes.
• Physical Activities Frequency:
  • Fingering: Daily
  • Repetitive Motion: Daily
  • Lifting/Pushing/Pulling: Occasional
  • Balancing/Climbing/Crawling/Crouching/Feeling/Grasping/Kneeling/Pushing/Pulling/Stooping: Infrequent to rare

Pay

The entry-rate for this position is $19.28+ per hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.