Corporate IT Service Desk Support

About The Role

Summary

Provide first line and single point of contact support to bank employees on a variety of issues over the phone, e-mail or on-site. Troubleshoot computer systems, hardware, peripherals, Telephony, and Network connectivity. Have knowledge of when to route incidents to Incident Management. Be able to define differences between an incident request and a change order as defined by ITIL. Accurately communicate knowledge or work arounds 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 that is located in Missoula, MT.
The entry-rate for this position is $18.91+ /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.

Description

• 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 Incident Management Team.
• Must 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. Must complete the assigned online training courses and achieve a passing score by due date.

Education

• Required — High School Diploma / GED
• Preferred — Associate Degree in an information technology related field.

Experience

• Required — 3 years customer service experience or one year in an IT related position.
• 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 — Prior work experience using call tracking management software to track and manage calls.

Would an equivalent combination of relevant education and work experience be considered?:
Yes

License/Certification

• Required within 6 months of hire — HDI Desktop Support Certification

Required

Skills and Abilities

• Employee must be trustworthy and possess a significant level of credibility, discretion, and diplomacy.
• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
• Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.
• Ability to comprehend and retain technical information.
• Ability to clearly translate technical issues into business-friendly and user-friendly language.
• Employee must be well organized with ability to prioritize and multi-task in a fast paced work environment and meet deadlines with minimal supervision.
• Employee must have proven problem solving, analytical, and technical skills to identify and understand business needs, identify appropriate solutions, and communicate to management for acceptance and implementation.
• Ability to serve as a backup for other staff members in a mutually supportive team work environment.
• Employee must be capable of regular, reliable, and timely attendance.

Additional Requirements

Travel

Occasional travel required: less than 10 days per year by automobile, commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Working Conditions

Environment:
Indoors, a climate-controlled shared work area. Noise Level: Moderate noise; not extreme or excessive; within reasonable limits.

Lifting:
Sedentary work:
Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push,…