IT Specialist I

Reciprocity Industries LLC • Billings, MT

just now

About The Position

The IT Support Specialist I (Help Desk Level 1) serves as the first point of contact for technical support, providing reliable, hands-on assistance to ensure employees can effectively use company technology. This role focuses on basic troubleshooting, desktop and device setup, physical hardware support, and asset management. Through consistent service delivery, accurate documentation, and timely escalation, the position supports operational continuity while adhering to established IT standards, security protocols, and service expectations.

Requirements

• Must be at least 18 years of age
• High school diploma
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software.
• Must be able to read, comprehend, and follow written and verbal instructions.
• Ability to troubleshoot issues logically and methodically.
• Strong written and verbal communication skills for creating documentation and interacting with non-technical users.
• Willingness to collaborate with colleagues, share knowledge, and support team objectives.
• Comfortable adjusting to new technologies and priorities in a fast-paced environment.
• Able to track multiple tickets, tasks, and projects simultaneously with attention to detail.

Nice To Haves

• Strong communication and customer service skills.
• Ability to multitask and prioritize support requests effectively.
• Working knowledge of security best practices.
• Experience with troubleshooting hardware and software issues.
• Familiarity with Microsoft 365 administration (Intune, Exchange, Teams).
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VLANs).

Responsibilities

• Assist with Intune device enrollment and verify standard configurations are applied.
• Perform routine Microsoft 365 user support tasks, including password resets, mailbox access, and distribution list updates, following documented procedures.
• Provide basic Teams support (login, audio/video, permissions), escalating VoIP or configuration issues as needed.
• Follow established data handling and labeling procedures, escalating policy-related issues to senior IT staff.
• Perform basic physical network tasks, including running Ethernet cabling and connecting workstations, cameras, doors, and peripherals.
• Assist with hardware installation and replacement for network devices under direction of senior IT staff.
• Perform basic connectivity checks and troubleshooting (e.g., cable integrity, port connectivity), escalating firewall or switch configuration issues.
• Provision and deprovision of user accounts based on approved requests and documented workflows.
• Assist with MFA setup and password-related support issues.
• Maintain accurate records of access changes in ticketing and documentation systems.
• Serve as first-level support for end-user hardware, software, and connectivity issues.
• Troubleshoot common PC, peripheral, and application problems using documented solutions.
• Escalate unresolved or complex issues to Tier 2 or higher-level IT staff.
• Accurately document incidents, actions taken, and resolutions in the ticketing system.
• Provide basic PBX and telephony support, including user setup and headset troubleshooting; escalate call routing or configuration changes.
• Set up, deploy, and maintain desktops, laptops, and peripherals for new hires and replacements.
• Perform routine maintenance such as hardware swaps, basic diagnostics, and device refreshes.
• Assist with hardware lifecycle management, including inventory updates, returns, and decommissioning.
• Maintain accurate documentation for assets, tickets, and routine support procedures in accordance with SOPs.
• Provide basic guidance to users on standard software, hardware use, and security best practices.
• Share approved documentation and reference materials with end-users as needed.
• Assist senior IT staff with implementation tasks for IT projects as assigned.
• Follow HIPAA, SOC-2, and internal security requirements when handling systems and data.
• Promptly report security concerns, incidents, or policy deviations.

Benefits

• Medical, dental, and vision.
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability.
• Vacation, sick and floating holidays.
• Employee assistance program.
• Paid parental leave.
• 401(k) retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees