Technical Support Analyst I (Position Closes 1/5/2021 at 5:00pm)
At Montana State Fund, serving the businesses of Montana is what we do and it’s who we are. It’s what makes us different. We partner with employers and their employees to care for those injured on the job and we champion a culture of workplace safety for our fellow Montanans.
On the IT Operations Team, we’re providing first level support to our internal business users and external customers. This is an excellent opportunity for those with relevant IT work experience to contribute their technical skillset and talents across the organization. If this sounds interesting to you, read on to learn more about this exciting opportunity to join the Montana State Fund team!
ABOUT THE ROLE
Administers user security and provide first level user interface (desktop computer, mobile, web, telecommunications) and applications support, to Montana State Fund (MSF) internal business users and external customers.
WHAT YOU WILL DO
Required Skills
KEY ACTIVITIES
Supports and maintains user account information including rights, security and systems groups in multiple LDAP and custom developed user directories. Setup and maintain new hire security and terminations.
Maintains user application security and performs auditing to ensure protection of assets.
Performs confidential user security issues.
Performs first level customer service to internal and external customers which includes receiving requests for service, logging, tracking requests, identifying, researching and resolving computer interface (desktop computer, mobile, web), software application, and network open issues and/or referral to second level staff.
Provide follow-up with customers.
Develops Help Desk procedures and support documentation.
Effectively communicates with all internal and external customers.
Communicates critical and system wide issues with business users and management.
Provides first level user support for the voice telecommunication (VoIP, mobile) infrastructure used by Montana State Fund, including installation and setup for desktop and mobile system as well as adds/moves/changes.
Provides training on hardware and/or software use.
Maintains Help Desk reports and statistics for use in directing education and training to problem areas and trend analysis for hardware and software.
Evaluates, installs, configures tests, documents and implements new or updated hardware and software.
Develop, implement, and generate Help Desk reports.
Investigates new hardware and software for possible use at MSF.
Stays on top of new technology and quickly learn new hardware and software used at MSF.
Provides phone system training to all new employees.
Required Experience
WHAT YOU WILL NEED (Minimum Requirements)
REQUIRED:
Associate's degree AND
Four (4) years of directly related IT work experience (or equivalent combination of education and experience) in the following technologies:
_ _Equivalent current technologies will also be considered.
PREFERRED:
KEY ACTIVITIES
Supports and maintains user account information including rights, security and systems groups in multiple LDAP and custom developed user directories. Setup and maintain new hire security and terminations.
Maintains user application security and performs auditing to ensure protection of assets.
Performs confidential user security issues.
Performs first level customer service to internal and external customers which includes receiving requests for service, logging, tracking requests, identifying, researching and resolving computer interface (desktop computer, mobile, web), software application, and network open issues and/or referral to second level staff.
Provide follow-up with customers.
Develops Help Desk procedures and support documentation.
Effectively communicates with all internal and external customers.
Communicates critical and system wide issues with business users and management.
Provides first level user support for the voice telecommunication (VoIP, mobile) infrastructure used by Montana State Fund, including installation and setup for desktop and mobile system as well as adds/moves/changes.
Provides training on hardware and/or software use.
Maintains Help Desk reports and statistics for use in directing education and training to problem areas and trend analysis for hardware and software.
Evaluates, installs, configures tests, documents and implements new or updated hardware and software.
Develop, implement, and generate Help Desk reports.
Investigates new hardware and software for possible use at MSF.
Stays on top of new technology and quickly learn new hardware and software used at MSF.
Provides phone system training to all new employees.