IT Support Technician I

Crowley Fleck PLLP • Billings, MT

1d • Onsite

About The Position

Our Billings, Montana office is currently seeking an experienced IT Support Technician I. The IT Support Technician I serves as the first point of contact for technical support within the firm and is responsible for providing prompt, courteous, and effective assistance via phone, email, and remote support tools. This position will troubleshoot and resolve basic hardware, software, and network issues, escalate more complex problems to higher-tier support, and ensure a positive user experience through clear communication and timely follow-up. This position will also assist with IT department projects as necessary.

Requirements

• High school diploma or equivalent.
• Minimum of one year of experience in IT support and experience working with ticketing systems, preferred.
• Working knowledge of Microsoft Office Suite, Windows Operating Systems, Adobe, and other similar technologies.
• Must be able to read, comprehend, and follow written and verbal instructions.
• Must be a self-starter, capable of independently learning new systems.
• Available to work overtime as needed and approved by supervisor.
• Available to travel as needed.
• Valid driver’s license.

Nice To Haves

• Experience working with ticketing systems.

Responsibilities

• Monitor support queues and resolve problems with software, devices, and firm member technology function; fulfill requests not related to technical issues including video conferencing and equipment/software requests.
• Firm member onboarding and offboarding, password resets, group and role-based access controls, and Multi-Factor Authentication (MFA) support.
• Set up and deploy devices with the necessary configurations and software to ensure they are ready for use.
• Assist with the development and maintenance of firm member-facing documentation and self-help resources.
• Standard application deployment, maintenance, and support.
• Provide ad hoc user guidance and how-to support during issue resolution or service request.
• Address and resolve problems with printers, copiers, scanners, and faxing.
• Email and calendar support, team collaboration, VoIP/softphone setup and troubleshooting.
• Thoroughly document steps taken to troubleshoot and resolve user issues, identifying both the resolution and steps taken to resolve that were unsuccessful.
• Evaluate and escalate support issues to tier 2 technical support as necessary.
• May participate in periodic on-site office visits to review and address outstanding issues and update systems.
• May assist with IT department projects as requested.
• Maintains the highest level of integrity when using privileged system access; ensures actions are documented, authorized, and aligned with Firm security standards.
• Commits to accuracy and completeness in system configurations, logs, and reporting; avoids any manipulation or falsification of technical data.
• Uses system monitoring and user activity tools only for legitimate business purposes; respects privacy boundaries and adheres to Firm confidentiality standards.
• Follows approved change management processes for all system modifications; documents rationale and avoids unauthorized or “shadow” changes to production environments.

Benefits

• Medical, dental, and vision.
• Employer paid short and long-term disability.
• Voluntary life, accident, and critical illness.
• Flexible spending accounts.
• Vacation, sick, and personal leave.
• Paid parental leave.
• Fully vested 401(k) retirement plan with employer contributions (eligible after 1 year).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED