IT Support Technician I

Our Billings, Montana office is seeking an experienced IT Support Technician I. This is a 100% in-office position.

About the Role

The IT Support Technician I serves as the first point of contact for technical support within the firm, providing prompt, courteous, and effective assistance via phone, email, and remote support tools. This role troubleshoots and resolves basic hardware, software, and network issues, escalates complex problems to higher-tier support, and ensures a positive user experience through clear communication and timely follow-up. The position also assists with IT department projects as needed.

Responsibilities

• Monitor support queues and resolve problems with software, devices, and firm member technology function; fulfill requests including video conferencing and equipment/software requests.
• Handle firm member onboarding and offboarding, password resets, group and role-based access controls, and Multi-Factor Authentication (MFA) support.
• Set up and deploy devices with necessary configurations and software to ensure they are ready for use.
• Assist with the development and maintenance of firm member-facing documentation and self-help resources.
• Perform standard application deployment, maintenance, and support.
• Provide ad hoc user guidance and how-to support during issue resolution or service requests.
• Address and resolve problems with printers, copiers, scanners, and faxing.
• Support email, calendar, team collaboration tools, VoIP/softphone setup, and troubleshooting.
• Thoroughly document steps taken to troubleshoot and resolve user issues, including both successful and unsuccessful attempts.
• Evaluate and escalate support issues to tier 2 technical support as necessary.
• Participate in periodic on-site office visits to review and address outstanding issues and update systems.
• Assist with IT department projects as requested.
• Maintain the highest level of integrity when using privileged system access; ensure actions are documented, authorized, and aligned with firm security standards.
• Commit to accuracy and completeness in system configurations, logs, and reporting; avoid manipulation or falsification of technical data.
• Use system monitoring and user activity tools only for legitimate business purposes; respect privacy boundaries and adhere to firm confidentiality standards.
• Follow approved change management processes for all system modifications; document rationale and avoid unauthorized changes.

Qualifications

• High school diploma or equivalent.
• Minimum of one year of experience in IT support; experience with ticketing systems preferred.
• Working knowledge of Microsoft Office Suite, Windows Operating Systems, Adobe, and similar technologies.
• Ability to read, comprehend, and follow written and verbal instructions.
• Self-starter capable of independently learning new systems.
• Available to work overtime as needed and approved by supervisor.
• Available to travel as needed.
• Valid driver’s license.

Skills

• Strong customer service and interpersonal skills to communicate effectively with all levels of personnel.
• Ability to maintain strict confidentiality of firm and client information.
• Collaborative team player who can also work independently.
• Willingness to learn new skills as technology evolves.
• Excellent attention to detail, follow-up, and follow-through on projects and deliverables.
• Ability to develop and apply planning and organizing strategies for prioritizing tasks and using resources efficiently.
• Ability to work under tight deadlines, handle multiple tasks, and anticipate when help is needed.
• Flexibility to respond quickly and positively to shifting demands and opportunities.
• Ability to work in a multi-office, culturally and educationally diverse environment.
• Strong written communication skills: clear, informative, and adaptable to audience needs.
• Effective verbal communication: speaks clearly, listens actively, and responds well to questions.
• Accountability for work activities, personal actions, and learning from mistakes.
• Ability to make sound decisions independently using available information.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 25 pounds at times.

Pay & Benefits

The firm offers a competitive wage and a comprehensive benefits package, including:

• Medical, dental, and vision coverage.
• Employer-paid short- and long-term disability.
• Voluntary life, accident, and critical illness insurance.
• Flexible spending accounts.
• Vacation, sick, and personal leave.
• Paid parental leave.
• Fully vested 401(k) retirement plan with employer contributions (eligible after 1 year).