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D.A. Davidson Companies · 1 day ago

Computer Support Specialist

Great Falls, MT

Full-time

Onsite

New Grad, Entry Level

D.A. Davidson Companies is an independent, employee-owned company with a rich history spanning more than 80 years. They are seeking a Computer Support Specialist to continuously support users from multiple business groups, adhering to ITIL principles while resolving various hardware and software issues both in-person and remotely.

Financial Services

Responsibilities

Respond, resolve, and escalate incidents or requests, both in person and over the phone, in a timely manner

Attain performance goals set by management for resolving incidents and requests

Be logged into the support queue defined hours; provide escalation support and satisfactory customer service

Troubleshoot and assist D.A. Davidson Companies’ employees with using their computer and computer peripherals, applications and security credentials

Evaluate workload and capacity of computers and computer system to determine feasibility of expanding or enhancing capabilities or performance; recommend improvements to IT management

Assist in the support of business applications to include but not limited to: patching, testing, software licensing tracking, installing, upgrading, receiving application training, attending internal and external meetings, providing end user training, monitoring application performance, working with vendor support and sales, budgeting and creating documentation to end users and IT staff

Assist in the support of computer life-cycle and office technology to include but not limited to: patching, imaging, deploying, transferring user profiles, evaluating, securing, receiving training on computer O/S and hardware, maintain inventory, manage printer support agreements, work with vendor support and sales, provide documentation to end users and IT staff and help resolve incidents with computer related to the O/S, core applications or hardware that has been escalated from the Service Desk

Work with management to improve personal technical proficiency, support and customer service skills; identify and complete technical training and certifications; develop other work or career goals where progress can be tracked and discussed

Learn and adhere to all D. A. Davidson Companies’ policies and procedures; attend scheduled meetings or training sessions around existing or new policies and/or procedures; recommend change to IT procedures to improve productivity and/or reduce costs

Adhere to and educate users of our defined cybersecurity best practices, which include credential management, phishing and malicious vigilance, and physical security measures

Manage time to adhere to SLAs while maintaining service excellence

Use ITSM tools and ticketing systems for tracking and contributing to a shared knowledge base

Utilize ITIL best practices

Use and improve upon existing tools, services, and procedures

Other duties as assigned

Qualification

Service Desk knowledgeBasic computer hardwareMicrosoft OfficeITIL foundation certificationProblem solving skillsCustomer service skillsOrganizedCommunicationTeam-orientedDetail orientedSelf-motivated

Required

Working knowledge of a Service Desk including ticketing systems, phone system, supporting business applications, workflows and processes

Proficient knowledge of basic computer hardware

Bachelor's degree in field of specialty or equivalent IT Support experience

Proficient computer skills and knowledge of software packages and their applications to include Microsoft Office and Microsoft operating systems

Excellent communication skills, both oral and written; ability to communicate technical directions, both in person and over the phone to people with a wide variety of technical expertise

Excellent customer service skills; ability to work successfully with a variety of personalities and various management levels

Familiar with department policies, processes and procedures

Consistently treat others with respect and maintain professional attitude and behavior

Ability to work a variety of shifts

Ability to safely lift and carry as much as 35 pounds

Experience working in a team-oriented, collaborative environment

Highly self-motivated and self-directed

Organized and detail oriented

Ability to work in a fast-paced, regulatory, and time sensitive environment

Ability to triage and identify when escalation is necessary

Problem solving skills and critical thinking

Maintain or ability to obtain ITIL foundation certification within 1 year of start date