Desktop Support Technician

DecisionPoint is seeking a Desktop Support Technician as a full-time position to provide end-user support to the Department of Interior, Bureau of Land Management (BLM) Information Technology Operation Support Services. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is a critical enterprise support role, as such it will require a commitment on your part as well as ours. Come join our team and grow with us!

This position is onsite in Glasgow, MT. Expected to travel to Malta, MT and Havre, MT office location as needed.

Diagnosing and resolving routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components.
• Providing technical assistance and solutions to customers as well as other IT staff or contractors.
• Collecting specific and detailed information from reference sources, software utilities, or customers.
• Performing basic troubleshooting of networks, web pages, desktops/laptops, and mobile devices.
• Utilizing the Service Desk ticketing system to document all work, progress, and resolutions.
• Educating customers on new processes and procedures.
• Ensuring tickets are promptly assigned and processed.
• Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
• Contacting customers and resolving tickets within SLA timeframes.
• Utilizing only BLM approved remote support tools such as Dameware, Remote Assist Launcher, Microsoft Remote Desktop, to provide remote customer support.
• Following up with customers to ensure accurate solution and customer satisfaction before closing each ticket.
• Ensuring tickets are closed promptly when issues are resolved.
• Travelling to other offices (or offsite locations) to provide onsite IT support, when approved.
• Continual asset management including wiping, excessing equipment, equipment tracking.
• Other responsibilities:

• High School degree
• A minimum 3 years of experience
• Ability to obtain a Public Trust
• Computer imaging knowledge
• VTC/Conference room troubleshooting and support