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

• Supports and maintains user account information including rights, security and system 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. (45%)
• Performs 1st 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 2nd level staff. Provide follow-up with customers. Develops Help Desk procedures and support documentation. (30%)
• 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. (15%)
• Provides 1st level user support for the voice telecommunications (VoIP, mobile) infrastructure used by MSF. Includes installation and setup for desktop and mobile system including adds/moves/changes. (10%)

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.

• Ability to update/create/disable user application security in multiple diverse systems.
• Audits user application security to verify compliance.
• Ability to keep information confidential and work with Leader on issues involving user application security.
• Assists development and QA staff with testing as needed.
• Completes special projects as assigned.

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.

• Ability to work with potentially upset/angry/frustrated internal and external users.
• Ability to resolve first level technical issues related to all MSF hardware (desktops, mobile, web) and software applications for internal and external users.
• Ability to determine when issues should be escalated to second level support.

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.

• Ability to resolve first level technical issues related to VoIP and mobile communications.
• Ability to configure/update/disable user telecommunications devices.

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.

• Ability to provide training in person and through documentation on all MSF hardware and/or 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:

• MS Windows Desktop Operating Systems (Windows 10)
• Active Directory/Lightweight Directory Services

_ _Equivalent current technologies will also be considered.

 PREFERRED:

• Relevant Certifications

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.

• Ability to update/create/disable user application security in multiple diverse systems.
• Audits user application security to verify compliance.
• Ability to keep information confidential and work with Leader on issues involving user application security.
• Assists development and QA staff with testing as needed.
• Completes special projects as assigned.

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.

• Ability to work with potentially upset/angry/frustrated internal and external users.
• Ability to resolve first level technical issues related to all MSF hardware (desktops, mobile, web) and software applications for internal and external users.
• Ability to determine when issues should be escalated to second level support.

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.

• Ability to resolve first level technical issues related to VoIP and mobile communications.
• Ability to configure/update/disable user telecommunications devices.

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.

• Ability to provide training in person and through documentation on all MSF hardware and/or 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.