Corporate IT Service Desk Support I

Glacier Bancorp, Inc.•Missoula, MT

4d•Onsite

About The Position

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). 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.

Requirements

High School Diploma / GED
3 years customer service experience or one year in an IT related position.
Demonstrated technical competence with PC software such as Windows OS and/or Microsoft Office Suites, Citrix End-user environment or equivalent industry standard.
Trustworthy and possess 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 of 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 of the organization.
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.
Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Nice To Haves

Associate Degree in Information Technology or related field.
Prior work experience using call tracking management software to track and manage calls.
HDI Desktop Support Certification (Required within 6 months of hire)

Responsibilities

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.
Define differences between an incident request and a change order as defined by ITIL.
Accurately communicate knowledge or work arounds within department guidelines.
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.
Comply with all company policies and procedures and all applicable laws and regulations.
Complete assigned online training courses and achieve a passing score by due date.
Serve as a backup for other staff members in a mutually supportive team work environment.
Maintain regular, reliable, and timely attendance.