Technical Support Specialist

Position: Technical Support Consultant

Location: Belgrade MT 59714

Term: 6 months Contract to hire

Required Skills & Experience

• Bachelor's Degree in Information Systems or related degree; or equivalent combination of education, training certifications, and experience.
• 5+ Years of Experience
• Extensive experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows related software, including:
• Microsoft 365
• Active Directory Users and Groups
• Azure AD
• JAMF
• Intune
• Experience with Endpoint Security software including:
• Configuration/deployment management tools such as JAMF, Intune, etc..
• Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security
• Group Policy
• Email security
• Solid understanding of network connectivity. Wireless and wired.
• Automation and central deployment experience
• The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints.
• Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)
• The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members.
• Understand ITIL Concepts (certification is a plus)
• IT Service Management tooling (ServiceNow, FreshService, etc..)
• Management and deployment experience of 3rd party software platforms and solutions
• Vendor management experience
• Well organized with strong asset and license capacity planning experience
• Ability to deploy and support misc. office equipment (printers, projectors, video conf.).
• Experience with physical security management solutions
• Excellent interpersonal skills
• Flexibility to support after-hours escalation & support
• Familiarity with aviation and Part 139 airports a plus

What You Will Be Doing

• Demonstrate strong knowledge and developing expertise in end user technologies.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
• Strong orientation to customer service and delighting customers
• Successfully executes all assignments timely and within acceptable quality levels
• Works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
• Effective communicator and problem solver - documents process and trains team members with ease
• Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiosity and drives to learn more and self-develop himself/herself
• Perform all job functions consistent with our client's policies and procedures
• Assist with IT infrastructure improvements for client's. Interact as needed with the IT service provider and our client's stakeholders.
• Provides timely technical assistance to client's staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation.
• Configure workstations and user accounts, including phone, Ethernet, computer, docking station. Provide equipment and services orientation to new employees.
• Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
• Maintain equipment and software inventory. Coordinate the purchase of new workstation, software and license renewals.
• Perform other task and duties as required.
• Assist with program account creation, account setup and account access.