IT Support Technician

DJ&A•Missoula, MT

13d•$30 - $40•Hybrid

About The Position

The IT Support Technician is the hands-on regional technology resource for engineers, surveyors, and staff. The role owns support issues from first contact through second-level resolution, assisting users remotely by phone, chat, and remote-access tools, as well as in person when needed. The technician supports engineering and design applications and serves offices across the assigned region. The position works a set weekday shift on a staggered team schedule to extend support across time zones, during Mountain business hours. The technician may sometimes be the only technician on shift, with escalation support from the IT Service Delivery Manager and infrastructure and applications teams. The role is based in Missoula, Montana, with a hybrid arrangement and estimated regional travel of 20–30%. Full-time employment includes rare weekend maintenance when needed.

Requirements

At least 4 years of hands-on desktop, end-user, or help desk support, including on-site and remote support across multiple office locations.
Strong, methodical troubleshooting and problem-solving skills, including gathering facts, diagnosing causes, and resolving issues.
Ability to work independently and manage time and multiple requests to meet promised timeframes.
Excellent customer service skills, including patience, listening, and remaining calm with frustrated users.
Clear spoken and written communication, including explaining technical concepts in plain language and writing clear ticket notes and documentation.
Judgment to represent IT credibly to senior engineers and office leaders.
Valid driver's license and willingness to travel within the region.
Ability to lift and move equipment weighing up to 50 lbs.
Windows 10/11 endpoint troubleshooting, imaging, and application deployment skills.
Microsoft 365 client services and Teams support skills.
Active Directory and Microsoft Entra ID account administration, permissions, and MFA support.
Networking fundamentals, including TCP/IP, DNS, DHCP, and VPN, and wireless troubleshooting.
Printer, plotter, and peripheral setup and troubleshooting skills.
Experience with remote support tools and a ticketing/ITSM system, such as ServiceNow or Jira.
Mobile device management experience, such as Microsoft Intune.

Nice To Haves

Experience supporting architecture, engineering, or construction software, including Autodesk AutoCAD, Civil 3D, or Revit; Bentley MicroStation or OpenRoads; Esri ArcGIS; and survey and reality-capture tools.
Experience supporting survey or field hardware or drone data workflows.
Conference room and audio/visual support experience.
Experience with an office acquisition or IT integration.
Certifications such as CompTIA A+ or Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.
Associate degree in Information Technology or a related field.

Responsibilities

Serve as the go-to IT contact for offices in the assigned region.
Own escalations end to end, coordinating with infrastructure, applications, and vendors until issues are closed.
Identify recurring problems and flag them for root-cause fixes.
Handle support requests by phone, chat, email, self-service portal, and in person, resolving them on first contact where possible.
Provide remote support to users at home, in the field, and in offices without on-site IT.
Troubleshoot Windows laptops and desktops, Microsoft 365 and Teams, identity and MFA, printers and plotters, peripherals, and mobile devices.
Troubleshoot Wi-Fi, VPN, and local network connectivity, escalating to infrastructure teams or vendors when needed.
Process access requests, password and MFA resets, distribution list changes, and license changes.
Log requests in the ticketing system, update users on request status, and maintain accurate asset inventory.
Support desktop CAD, BIM, and GIS applications, including license clients and large-format printing.
Support survey and field hardware, data offload workflows, and drone (UAS) data handling.
Image, configure, deploy, refresh, and securely retire laptops, desktops, mobile devices, and peripherals.
Manage onboarding and offboarding, including accounts, permissions, devices, and system access.
Set up and troubleshoot conference room and audio/visual equipment.
Write and maintain knowledge base articles and technical procedures.
Explain technical issues in plain language and help users make effective use of their equipment and software.
Support company-wide rollouts, including migrations, security controls, application changes, and integration of acquired offices.
Participate in rare weekend maintenance when needed.