IT Service Desk Support

Why live in Helena, Montana?

• Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide.

• It is a relatively quiet place to call home where small-town living collides with outdoor adventure.

• Helena has a rich history and was originally founded as a gold camp during the Montana gold rush.

• Learn more about moving to and/or living in Helena, Montana here.

This position affords the opportunity to telework from a remote location within the state of Montana.  Specific conditions will be outlined as part of the job offer and must adhere to state policy.

Why should you keep reading and consider working here?

We know you have other work options, but we ask you to consider working with us at the State of Montana Department of Administration in the State Information Technology Services Division (SITSD). Our mission to provide shared IT services to support the needs of the state and citizens of Montana.  We offer an innovative and collaborative work environment where employees are valued and supported. In addition, our employees have the opportunity to be involved in some of the most exciting and innovative IT projects and initiatives in development within Montana state government. 

What is this career opportunity?
The Service Desk is seeking an enthusiastic, IT minded individual with fantastic customer service skills to join our team.  In this position, you will provide enterprise application support for the State of Montana as well as act as the face of SITSD for customer support. You will work with Microsoft applications with an emphasis on Outlook/Exchange, SharePoint, Office Products, and Active Directory, as well as interact professionally with various SITSD bureaus to troubleshoot issues and escalate technical issues as necessary.

Duties include (but are not limited to):

• providing customer support for instructional calls and question-and-answer calls;

• searching and applying knowledge-based articles;

• troubleshooting technical issues;

• clearly documenting issues (and if applicable, the solutions) in ticketing software;

• guiding users through step-by-step solutions in a call center environment; and

• answering public-facing citizen calls from folks experiencing technical difficulty using online tools to gain access to various agency benefits or services.  

If you have an upbeat and helpful attitude; a knack for problem-solving technical issues; and can handle calls with professionalism, sensitivity, and diplomacy under pressure, consider this opportunity to apply and join our team.  
 

The Service Desk promotes:

• A casual and collaborative work environment;

• Training opportunities and room for professional growth; and

• A healthy balance between your personal and professional life.

What are we looking for?

Education and Experience: 

• Associates degree in information technology or related field; and

• One year experience in an IT related occupation; or

• Alternate combinations of education and experience will be considered on a case-by-case basis.

Competencies:

Knowledge of:

• Active Directory;

• SharePoint;

• Outlook / Exchange.

• TEAMS

Ability to:

• Utilize documentation to resolve IT issues;

• Monitor and mitigate IT issues;

• Provide excellent customer service;

• Communicate effectively both orally and in writing;

• Adapt to shifting business requirements;

• Explain technical issues to non-technical people;

• Work with minimal supervision, and be a self-starter;

• Take ownership of new business process and incorporate it into SITSD’s mission.

Does this sound like you?

Please tell us how and why by submitting your resume and cover letter.  In your cover letter, please tell us about your experience and abilities and how that translates to success for both yourself and our team.  (Please Note: You do not need to complete the “work experience” or the “education & certifications” portion of the application process in our recruiting system.  You only need to upload the requested documentation.)

What can you expect from us in return for your hard work?

Ø  Look here to see the additional benefits!  They include:

o   Work/life Balance

o   Health Coverage

o   Retirement plans

o   Paid Vacation and Sick Leave and Holidays

o   And more…

Ø  Public Service Loan Forgiveness (PSLF) – Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF. 

Other important information to be aware of.

·        This position requires the successful completion of a criminal background check.

·        Only online applications are accepted.  By applying online, you are able to receive updates and monitor the status of your application.

·        This position is funded through June 30, 2027, with the intention to seek additional funding.

·        The Department of Administration participates in E-Verify to confirm employment eligibility.  After accepting a job offer and completing form I-9, your information will be submitted to the Department of Homeland Security and Social Security Administration for verification.   For more information about E-Verify, please visit the E-Verify website found here, https://www.e-verify.gov/.