IT Technician III - Missoula, MT

The Role You'll Play:

Job Family Summary:

The IT Service Operations team is responsible for the day-to-day IT support for Playlist. This includes support for hardware, software, SaaS, as well as onboarding & offboarding of employees and contractors. 

Job Summary: 

IT Technician III is a part of our support function in the IT helpdesk and an escalation point for other IT Technicians. This position supports the organization's employees in accessing their corporate credentials, tools, and hardware. The role requires clear communication, troubleshooting capabilities, and impeccable customer service. Employees in this role are comfortable with all types of software or hardware issues and require minimal support from other team members.

Principal Duties and Responsibilities:

• Part of our IT Helpdesk team, assisting with advanced technical issues and any day-to-day tickets as needed in the rotation
• Serve as a technical escalation point
• Provides guidance and support to more junior team members on challenging problems.
• Begin to take ownership of certain processes or projects
• Drive direct improvement to IT policies or processes with new workflows
• Respond to IT support requests submitted through ticketing system or other support channel
• Provide empathetic and knowledgeable support to employees
• Installing, configuring and maintaining software and hardware
• Diagnosing and troubleshooting software and hardware issues
• Maintaining and updating technical documentation regularly
• Comfortably translate technical concepts to employees
• Supports on-site office and workspace services needs, including workplace/facilities-related IT requests, equipment setup, and general office technology support

The Experience You Bring: 

• Must be based in Missoula, MT and willing to work on-site at the office
• 4+ years of experience working within IT
• Expert knowledge of both the Windows + Mac operating systems
• Advanced internet/network troubleshooting capabilities
• Intermediate knowledge of identity providers (azure, okta, etc), distribution groups, security groups, and access control
• Intermediate expertise in how systems interact
• Extensive experience working with endpoint management or EDRs (Crowdstrike), and mobile device management (Intune, Jamf)
• Advanced proficiency with collaboration tools (Word, Excel, Slack, etc.)
• Strong understanding of the user account lifecycle in various SaaS apps
• Ability to use the tools and documentation at hand to research solutions for IT problems
• Excellent oral and written communication and documentation skills

Work Environment and Travel Requirements:  

• In-person Missoula, MT office
• Dexterity of hands and fingers to operate a computer keyboard.
• This position is mostly stationary and will be required to remain stationary for extended periods of time.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderately quiet.

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $46,000 to $62,000. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans