IT Tech Support Analyst I

This position is based in Great Falls, Montana, and requires working onsite.

Responsibilities

• Provide technical support for staff.
• Installation, testing, maintenance, repair and networking of computers and peripherals.
• Administration of Windows domain and accounts.
• Installation, updates and troubleshooting of software on Windows-based computers.
• General technical support.
• Inventory and records maintenance.
• Technical support via email/phone/ticketing system (General Service Desk duties).
• Strong customer service orientation and ability to interact well with diverse end-users and technical staff.
• Detail-oriented and able to independently and successfully troubleshoot and resolve technology problems for staff working on‑site and for geographically distant staff.
• Handle issues involving Local Area Networks (LANs), end‑user computers, and company‑supported software systems.
• Utilize industry best practices within the information management field to upgrade, analyze, troubleshoot, resolve, and document computer systems, hardware, software, and network issues.
• Support and maintain user account information including rights, security, and systems groups in a HIPAA and PCI compliant environment.

Requirements

• Communicate effectively both written and orally with co‑workers and internal customers.
• Working technical knowledge of both PC hardware and software.
• Knowledge of basic networking concepts and equipment familiarity, including routers, modems, and switches, and the networking and cabling of associated equipment.
• Willingness and ability to travel as needed within the territory of ESGW and to national meetings.
• Overtime and evenings required to meet deadlines and be part of an on‑call rotation as needed.
• Ability to move independently or with reasonable accommodation within the facility and community.
• Physically and mentally able to perform all job requirements including walking, sitting, bending, twisting, stooping, standing, and kneeling for periods of time.
• Frequently lift and move hardware/networking equipment weighing up to 70 pounds.
• Completion of a background check (acknowledging or having criminal convictions does not constitute an automatic bar to employment).

Qualifications

• High school diploma or equivalent.
• Coursework in Computer Science or technical training that provides skills needed for computer support and problem‑solving.
• 0‑2 years of experience in Help/Service Desk and/or End User support troubleshooting software and hardware such as:
  • Microsoft 365 programs
  • Operating Systems (MS Windows 10 & 11, Windows Server 2012 and above, Apple iOS)
  • Laser printers, thermal printers, copiers, scanners, laptops, desktops, and mobile devices

Benefits

• Medical, Vision, Dental, and Voluntary Products
• Paid Time Off (PTO)
• 401(k) Retirement Plan + up to 4% contribution
• Tuition Assistance
• Flexible Spending + Health Savings Accounts
• 10% discount on ESGW services
• Employee Wellness Program
• 30% discount at Goodwill Stores
• Referral Programs
• Eligibility for Public Service Loan Forgiveness (PSLF) program as a qualifying employer