Help Desk Specialist - Miles City

Vision 

Our people, philosophy and the way we do business have positioned Stockman Bank as Montana’s 
premier financial center for business leaders, agriculture operators, commercial developers and real 
estate owners. We are a Montana-born company, built on western values, focused on creating long
standing relationships through integrity, expertise and results. Our offices are locally managed and 
community-oriented, allowing us to best serve our customers. Our workforce is well trained and 
competent and our work environment encourages productivity, personal growth and job satisfaction. 

Position Summary 

Provide end user technical support for computer network, computers, printers and other computer 
equipment. Provide technical assistance for applications, and other software. Document and triage all 
incoming calls, emails and incidents. 

Education, Experience and Certification Requirements 

Note:  Only minimum responsibilities are listed.  Other responsibilities may be required as requested by 
management. 

Minimum Qualifications:

1. Strong commitment to providing exceptional customer service.  
2. Strong problem-solving skills.
3. Strong knowledge of computer networks, hardware and software. 
4. Strong written and verbal communication skills required. 

Preferred: 

1. Help desk and end user support experience. 
2. A degree in computer science, networking or other related field or equivalent technical 
   skills/work experience. A+, Network+, MCP or relevant certifications a plus. 
3. Experience in a complex computer and software installation and support environment.
4. Knowledge in areas including Windows Server, Citrix, Virtual Computing, MSSQL, Exchange, 
   TCP/IP, Security and Antivirus.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following;  

Position requires knowledge of computer software and hardware. Daily duties consist of end user 
Support, while documenting all calls in our ticketing system. Position also requires organizational skills 
and inventory management. 

Main duty will be the daily support of users, while properly escalating and triaging incidents as they 
come into the Help Desk via phone or email. 

Help Desk Support: 

• Answer telephone calls and Help Desk emails.
• Triage and escalate to proper departments, for resolutions. 
• Document and track calls and emails through ticketing system.
• Identify research and resolve computer and network problems. 

Hardware, Software and Peripheral:

• Install computer hardware, software and peripherals.
• Work with users for remote station setup.
• Install software updates as directed.
• Assist in organizing software installation media so it is readily accessible when needed.
• Assist in inventorying and maintaining an inventory of all computer hardware, software and 
  peripherals.
• Update, and use of relevant knowledge articles. 
  Special Projects
• Complete special projects and other duties as assigned.
• Travel may be required for certain projects. 

Customer Service: 

• Promote the improvement of Stockman Bank through quality customer service, promotion of 
  products, professionalism in conduct and diligent work ethic.
• Greet all customers pleasantly and make them feel welcome and comfortable.
• Effectively handle customer questions and problems. 

Company Functions and Expectations: 

Technical Knowledge 

Has the technical knowledge and analytical skills to fulfill job duties in a positive manner. Keeps abreast 
of new and changing developments in industry/field especially as it pertains to the individual’s position. 
Has the ability to analyze situation and react accordingly. 

Communication 

Expresses information/thoughts clearly and concisely in both written and verbal form. Keeps 
communication channels open with subordinates and supervisors. Responds promptly to calls or 
inquiries in a courteous and professional manner. Communication is effective and efficient. 

Organization/Planning 

Establishes priorities, sets goals and meets deadlines in an accurate and efficient manner. Organizes 
overall workflow and working area. Quickly identifies problems, makes timely decisions and notifies 
affected personnel. Plans effectively to ensure timely completion of duties. 

Team Work/Professionalism 

Is willing to assist others to ensure deadlines are met. Provides assistance to less experienced personnel 
when needed. Informs appropriate personnel of significant issues in a timely manner. Works well in 
group environment and with supervisor. 
Models professionalism by addressing others with appropriate actions and appearance within 
professional boundaries. 

Customer Service Culture 

Employees will strive for outstanding, professional and courteous service to our customers and anyone 
who visits our facility.