IT Technician III - Missoula, MT

Playlist

10d•$46,000 - $62,000•Onsite

About The Position

The IT Service Operations team is responsible for the day-to-day IT support for Playlist. This includes support for hardware, software, SaaS, as well as onboarding & offboarding of employees and contractors. IT Technician III is a part of our support function in the IT helpdesk and an escalation point for other IT Technicians. This position supports the organization's employees in accessing their corporate credentials, tools, and hardware. The role requires clear communication, troubleshooting capabilities, and impeccable customer service. Employees in this role are comfortable with all types of software or hardware issues and require minimal support from other team members.

Requirements

Must be based in Missoula, MT and willing to work on-site at the office
4+ years of experience working within IT
Expert knowledge of both the Windows + Mac operating systems
Advanced internet/network troubleshooting capabilities
Intermediate knowledge of identity providers (azure, okta, etc), distribution groups, security groups, and access control
Intermediate expertise in how systems interact
Extensive experience working with endpoint management or EDRs (Crowdstrike), and mobile device management (Intune, Jamf)
Advanced proficiency with collaboration tools (Word, Excel, Slack, etc.)
Strong understanding of the user account lifecycle in various SaaS apps
Ability to use the tools and documentation at hand to research solutions for IT problems
Excellent oral and written communication and documentation skills

Responsibilities

Part of our IT Helpdesk team, assisting with advanced technical issues and any day-to-day tickets as needed in the rotation
Serve as a technical escalation point
Provides guidance and support to more junior team members on challenging problems.
Begin to take ownership of certain processes or projects
Drive direct improvement to IT policies or processes with new workflows
Respond to IT support requests submitted through ticketing system or other support channel
Provide empathetic and knowledgeable support to employees
Installing, configuring and maintaining software and hardware
Diagnosing and troubleshooting software and hardware issues
Maintaining and updating technical documentation regularly
Comfortably translate technical concepts to employees
Supports on-site office and workspace services needs, including workplace/facilities-related IT requests, equipment setup, and general office technology support