Position Description

Service Desk Technician
City Missoula
Employment Duration Full time
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The Washington Corporations is looking for talented and innovative Service Desk Technicians to join out IT - Infrastructure Team, located in Missoula, MT. 

As a Service Desk Technician, your primary responsibility will be to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities and Technical Skills Required:

  • Field help desk calls and coordinate problem resolution
  • Learn and become proficient with core technologies
  • Support other IT project leads and team members in the support, testing and training of the user base on business aplications.
  • Assist in software releases and roll-outs and communication to the end users.  Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Evaluate documented resolutions and help contribute to the resolutions library.  Develop help sheets and FAQ lists for end users.
  • Analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
  • Field incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.

Business Skills Required:

Business Knowledge: The individual should have a working knowledge of all electronic devices.  Ability to be resourceful and innovative to quickly and creatively adapt to the changing landscape in Information Technology.

Executes/Results-Driven: Sets and conveys clear goals and monitors progress; is accessible and supports other team members; obtains results and adds value to the organization by making timely and sound decisions and influencing others.

Attention to Detail: A concern for ensuring accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency and track organizational measures.

Collaboration and Teamwork: Creates commitment to common goals; identifies competing interests and finds ways to balance them; values contributions of all team members and other constituencies; values team accomplishments over individual accomplishments; leverages others' strengths and experiences to achieve team goals; co-operates with colleagues and shares resources.

Client/Relationship Management: Establishes and builds relationships with clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates willingness to meet needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.

Position Requirements:

  • Associate's degree in Computer Science, Information Systems or related field, or equivalent experience is preferred.
  • Two years’ experience in customer service is required. Experience in a technical support role is preferred.
  • Knowledge of common best practice financial, accounting, and business practices.
  • Strong knowledge of system testing best practices and methodologies.
  • Direct hands-on experience with ad hoc query programs, automated testing tools, and reporting software.
  • Exceptional oral and written communication
  • Good phone etiquette and the ability to diffuse agitated situations.
  • Expertise in Microsoft Office, Outlook, Word, Excel, PowerPoint
  • Basic hardware troubleshooting skills
  • Excellent customer service attitude
  • Ability to collaborate with a variety of personalities and skillsets, and improve the quality of IT processes, services and products
  • Excellent organizational abilities and customer service skills.
  • Ability to operate effectively and professionally under pressure
  • Self-motivated with a strong aptitude and desire to learn
  • Strong organizational and interpersonal skills
  • Desktop/laptop/network troubleshooting skills.
  • Successfully perform job duties in accordance with defined procedures and with limited supervision