Montana Digital Academy (MTDA) invites applications for a Help Desk Technician to serve as the first point of contact for information technology (IT) support by answering inquiries, troubleshooting problems, and escalating complex technical issues. This position delivers high-quality customer service while ensuring strong cybersecurity compliance, supporting the long-term success of MTDA by minimizing technological interruptions to user participation in programs.

• Provide Tier 1 and Tier 2 IT support for MTDA users (staff, students, teachers) across systems including Canvas, EdReady, GeniusSIS, CourseArc, Google Workspace, Zoho, and Zoom.
• Troubleshoot and resolve hardware, software, and account issues (e.g., password resets, system permissions).
• Research and identify solutions by reviewing documentation and contacting software support.
• Maintain accurate records of support activities and resolve service tickets promptly.
• Alert supervisor to high-risk or emergency technical or cybersecurity issues.
• Document recurring issues and recommend or implement process improvements.
• Contribute to Help Desk guides, training materials, and user documentation.
• Use remote desktop tools and other secure methods to resolve issues in compliance with MTDA and UM policies.
• Monitor and respond to Help Desk tickets, calls, and emails, escalating or referring as needed.
• Assist in hardware/software acquisition, setup, troubleshooting, and coordination with UM IT.
• Support testing, deployment, and documentation of new hardware, software, updates, and security patches.
• Perform additional IT support tasks as assigned.

• Associate’s Degree Information Technology, Computer Science, or a related field and one (1) year of experience providing technical support in a help desk or customer service environment, or an equivalent combination of education and experience.

• Ability to use a variety of information sources to gain knowledge and follow procedures to complete administrative and technical tasks.
• Ability to maintain well-ordered files and records for efficient entry, access, and updates.
• Skilled in using audio communication tools to respond promptly and professionally.
• Ability to record, track, and update support requests using a service ticketing system to ensure timely resolution and documentation.
• Proficient in diagnosing and resolving hardware and software issues, including installation, configuration, compatibility, and error resolution.
• Ability to provide courteous and accurate customer support while maintaining cybersecurity best practices.
• Experienced in training users on effective hardware and software use.
• Ability to navigate IT systems and applications, including Windows and macOS operating systems.
• Skilled in preparing clear, audience-appropriate written communications.

Preferred Qualifications

• Three (3) years of experience providing technical support in a help desk or customer service environment.
• Experience working in a K-12 or higher education organization.
• Experience as a user of a Learning Management System (LMS).
• Experience as a user of a Student Information System (SIS).
• Ability to address user technical questions on the use of diffusion and large language generative AI models.
• Ability to assist users with immersive learning platforms.
• Ability to provide technical support tailored to small-school and rural school contexts.
• Ability to create clear, user-friendly end-user guides, manuals, tutorials, and educational materials for non-technical users.
• Certificate such as A+ Core 1, A+ Core 2, Network+, and/or Google IT Support Professional.

Position Number:067670

Compensation Title: Computer Support Specialist I

Work Schedule:Full-time, 1.0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year.

Probationary Period:Six (6) months minimum

Benefits Include:Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program.

Screening of applications will begin after the closing date; however, applications will continue to be accepted until an adequate applicant pool has been established.

A complete application includes:

1. Letter of Interest – addressing your qualifications and experience related to the stated required skills for the position. A general letter salutation such as “Dear Search Committee” or “Dear Hiring Manager” is acceptable.
2. Detailed Resume – listing education and describing work experience
3. Three (3) Professional References – names and contact information

Must be eligible to work in the United States upon hire. Sponsorship is not available for this position.

The University of Montana is interested in receiving applications from people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.

The Affiliation of the University of Montana (UM Affiliation) is an equal opportunity employer. UM Affiliation does not discriminate against any applicant on the basis of protected class status as described in UM’s non-discrimination policy and any applicable law. Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. Qualified candidates may request veterans’ or disabilities preference in accordance with state law.

Criminal Background Investigation is required prior to the offer of employment. In accordance with university regulations, finalists for this position will be subject to criminal background investigations.

References: References not listed on the application materials may be contacted; notice may be provided to the applicant. UM partners with SkillSurvey for reference checking. Applicants may receive emails from SkillSurvey to submit reference information.

Testing: Individual hiring departments withing the UM Affiliation may elect to administer pre-employment tests, which are relevant to essential job functions.

Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM and all affiliated campuses, as legally required (e.g., Form I-9). The University of Montana will require proof of authorization to work in the United States before final hiring. Further, based on the September 19, 2025, Presidential Proclamation and accompanying guidance from the USCIS and Dept. of State, the University may not be able to offer H-1B sponsorship. Particularly the University is not able to pay the $100,000 payment accompanying new H-1B visa petitions.