User Experience Designer jobs in Helena, MT

At Montana State University, we rely on our UIT (University Information Technology) systems to power the solutions which help drive success for our students, faculty, staff, and the community across the state of Montana. We are seeking an experienced IT Support Specialist to join us on this journey, using their customer service and technology skills to make Montana State more effective and efficient. In this role, the Support Specialist will support the use of IT systems and assets, assist with fixes, and provide consultation, training, and support as needed. The ideal candidate will have a strong knowledge of multiple aspects of information technology support, including an understanding and experience with Customer Service Management, IT Service Management, Change Management, Knowledge Management, and Process Improvement. Engaging with students, faculty and staff throughout the University, the IT support specialist will directly impact the efficiency of our operations and overall growth.

• Proven experience in leading teams to analyze, troubleshoot, diagnose, and resolve complex technical issues across various IT specializations, ensuring high standards of service and efficiency.

• Strong ability to facilitate clear communication with a variety of constituents, share technical insights, and foster a culture of continuous learning and collaboration among team members and stakeholders.

• Expertise in managing IT services, utilizing enterprise tools, monitoring service metrics, and implementing process improvements to enhance performance and align with organizational goals.

• In-depth knowledge of information security best practices and university policies, with a demonstrated ability to enforce compliance, promote security awareness, and proactively address security needs.

• Experience in training, mentoring, and guiding IT staff, student interns, and service analysts, ensuring continuous professional development and adherence to best practices in IT service management and security.

• Leadership and Technical Problem-Solving: Extensive experience in leading technical teams to resolve complex user problems, with a deep understanding of various IT specializations and the ability to mentor team members in advanced troubleshooting techniques.

• Enterprise Desktop Management: Demonstrated experience using enterprise desktop management tools such as SCCM, LANDesk, KACE, or similar, and deploying computer operating systems in an enterprise environment.

• Effective Communication: Proven ability to effectively communicate complex technical issues to a broad audience, fostering collaboration and ensuring clear guidance is provided across different knowledge levels.

• IT Service Management: Demonstrated expertise in managing IT services, including the development and implementation of service improvements, monitoring performance metrics, and aligning services with organizational goals.

• Service Desk Processes: Relevant knowledge of industry-standard service desk processes and procedures, including trouble ticketing, first call resolution, escalation, and ticket tracking.

• Information Security: Strong background in promoting information security best practices, ensuring compliance with university policies, and actively addressing security needs through proactive measures and team training.

• Security Protocols and Assessments: Experience in developing and implementing security protocols, collaborating with security teams, and conducting regular security assessments.

• Training and Development: Experience in developing and delivering training programs for IT staff and end users, focusing on continuous improvement and the advancement of technical competencies within the team.

• ITSM/ITIL Best Practices: Demonstrated training in ITSM/ITIL best practices, ensuring that the team adheres to industry standards for IT service management and operational efficiency.

• Advanced IT Support: Expertise in overseeing IT service management, utilizing enterprise tools for desktop management and antivirus, and providing advanced support to IT service analysts.

• Service Metrics and Process Improvement: Proven ability to monitor service metrics, design process improvements, and participate in the development and management of IT service offerings, ensuring they meet organizational and customer needs.

This position is not eligible for sponsorship.

Must possess a valid driver’s license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out-of-state driver’s license, must obtain a valid Montana driver’s license within 60 days of hire.)

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

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Upon completion of a successful search.

Screening of applications will begin on December 23, 2024; however, applications will continue to be accepted until an adequate applicant pool has been established.

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.