IT Systems Support -2

State of Montana•Helena, MT

3d•Hybrid

About The Position

About this Opportunity! The Montana Department of Livestock is searching for an IT Professional to join the team. Job Overview: Due to the small size of the agency, the IT Systems Support 2 position is responsible for a wide range of services from providing front line technical assistance to escalated upper tier issues for IT related systems and tools for the Department of Livestock. This position and the included duties and responsibilities are critical in facilitating an innovative, stable, accurate, and efficient technology environment. This position provides customers with full service (basic to advanced), technical support for software, hardware, system access, and other technology-based systems and tools used within the agency. This includes troubleshooting software applications or hardware issues when problems occur by conducting research, working with vendors, working with the State Information Technology Services Division (SITSD), or working within a team to identify solutions, provide recommendations, and assisting in the implementation of the chosen solutions. This position will manage assigned IT systems utilized by the Department of Livestock employees to perform their job functions including but not limited to: applications, software, computer systems, mobile devices, network tools and features, security tools and features, and other IT systems. This work may include scheduling, conducting, and coordinating computer software or hardware installation and configuration, customization of new or existing software or hardware, and maintaining or patching of existing IT Systems.

Requirements

A strong customer service focus, with ability to maintain positive working relationships
Knowledge of information processes and network technologies, including the various hardware platforms, software applications (both server and workstation), hardware and software configurations, peripherals, and troubleshooting and diagnostics tools and techniques
Knowledge of the following hardware: computers, servers, printers, mobile devices, and other department-supported hardware as implemented
Knowledge of the following software: Microsoft Active Directory, Microsoft Windows, Group Policy Management, Microsoft Office (Word, Excel, Outlook, etc.)
Knowledge of the following software: Microsoft Server, Microsoft PowerShell, security software and tools, and other department supported software as implemented
Ability to function effectively as a member of a team and independently
Ability to effectively communicate complex concepts in one-on-one and teaching situations
Ability to write clear and usable instructions for both technical and non-technical audiences
Ability to prioritize tasks and manage multiple projects to meet deadlines while maintaining consistently high levels of product quality
Ability to apply innovative thinking in conjunction with an understanding of emerging technologies to address the needs and problems of end users and customers
Strong aptitude for learning new skills, adapting to new technologies, and implementing new methodologies.
Associate degree in information technology or related field
Three years of experience working on a help desk or in a helpdesk support role
Other combinations of education and experience may be substituted and will be evaluated on an individual basis.

Nice To Haves

Prior work with the State of Montana providing IT Services.

Responsibilities

Assists customers and users with computer or technology-related problems.
Troubleshoots and resolves technical issues and assists with computer testing.
Answers questions and trains users about computer processes and procedures.
Maintains records of technical issues, customer problems, and actions taken to resolve problems.
Resolves technical support issues for non-technical users.
Set up hardware and software for users.
Provides training to users for software programs and peripheral hardware such as printers or other equipment.
Performs routine maintenance tasks.
Tests and evaluates existing networks, applications or computer systems.
Routinely conducts research to identify and implement solutions for technical problems where the cause is not a known issue.
Tracks and reports recurring technical issues requiring system modification to IT system administrators, analysts or managers for resolution.
Responds directly to escalated customer issues that IT Systems Support from lower levels cannot resolve.
Provides specialized support functions.

Benefits

Health Coverage: Comprehensive health, dental, vision, life insurance coverage, flexible spending accounts, and EAP.
Retirement: Choice between two retirement plans with a strong employer contribution (8.73% - 9.07% of your annual salary).
Work/Life Balance: A combination of 38 paid days off a year (vacation, sick leave, and holidays). Partial telework or hybrid schedules may be available.
Career Growth: Significant opportunities for career progression, training, and professional development.
Financial Benefits: Eligibility for Public Service Loan Forgiveness (PSLF) and potential longevity raises with continuous service.
On-Site Benefits: Free telehealth and access to free employee medical clinics through our medical plan.

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