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Desktop Support Specialist - Contractor

Position Summary:
Desktop Support Specialist - CONTRACTOR
Under general supervision, this position will be providing IT support to Westmoreland coal company staff. This position is responsible for first level troubleshooting of events, problems and incidents, primarily via taking customer calls, but to include at-the-shoulder support.
Supervisor Responsibilities
This position does not have supervisory responsibilities over other employees.
Essential Duties and Responsibilities



  • Products and services include, but not limited to, support and repair of applications, security, telecommunications, workstations, laptops, printers, scanners, miscellaneous peripheral devices, and other equipment as required.

  • Accurately escalate issues to higher level support teams to ensure assistance in a timely, responsive and professional manner.

  • Assists with Continual Improvement efforts of existing applications to meet users' requirements.

  • Record all events, problems and incidents in a tracking system and resolve where possible.

  • Create and update knowledge articles.

  • Provide world class Customer Service in handling concerns with attentive follow-up.

  • Training staffing, including new hires, assisting with onboarding procedures and improved knowledge management.

  • Work under pressure and changing work priorities based on the needs of the department and customers.


Typical Physical Demands
Requires prolonged sitting, some bending, stooping and stretching. Requires constant data input for extended periods of time without leaving the work area. Occasionally lifting files or paper weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Requires mobility sufficient to travel.
Typical Working Conditions
Normal office environment. Occasional evening or weekend work.
Education and Experience



  • Associates degree from an accredited college or university in Information Technology, Computer Science, or related field.

  • Minimum 2 years of related work experience.

  • Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities.


Licenses, Registration, and Certifications



  • None.


Skills/Competencies



  • Knowledge of Microsoft Office, incident ticket tracking systems, applications support, VOIP, printers and printer servers, Internet protocols (HTTP, HTTPS, FTP), basic networking, including wireless networks, and/or telecommunications. Excellent computer knowledge with high levels of proficiency

  • Exceptional analytical and problem solving skills

  • World Class Customer Service and communication skills

  • Exceptional English verbal and written skills

  • Exceptional organizational skills, ability to manage multiple and often changing priorities

  • Ability to document issues and calls in detail

  • Maintain First Call/Contact Resolution targets after completing initial training

  • Desire and aptitude to learn Information Technology support functions and processes, and train others as required

  • Able to work in a fast paced, changing and sometimes stressful environment where you must be flexible and learn quickly

  • Ability to handle potentially difficult situations and users with successful outcomes

  • Attention to detail

  • Sense of urgency and attentive follow-up

  • Reliable and dependable

  • Creative and intuitive

  • Ability to maintain a service-oriented attitude and a willingness to assist others at all times.


 

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