About Wildfire Defense Systems, Inc.

Wildfire Defense Systems, Inc. (“WDS”) is a Qualified Insurance Resource (QIR) operating the largest private sector wildfire service in the nation, encompassing a 22-state service area and specializing in wildfire education, loss prevention, and wildfire response services. Qualified Insurance Resources are defined as NWCG qualified or equivalent, wildland engines, tenders, hand crews, fire/liaison officers, and personnel working for or contracted by an insurance company with a mission to mitigate impacts on insured structures threatened by wildfire. WDS holds contracts with insurance companies to provide wildfire loss prevention services. WDS fields experienced, highly trained, safety-focused wildfire officers and fire personnel that hold a wide range of Federal Wildfire Incident Command position classifications necessary to meet or exceed all federal wildfire operation standards and codes including all requirements of the National Wildfire Coordinating Group (“NWCG”) or equivalent. WDS is capable of providing more than 180 wildland engines and hundreds of fire personnel and support personnel. WDS has served large and small insurance clients since 2008.

FLSA Status: Exempt

Reports To: Technology Support Manager

Location: Bozeman, MT Office

Purpose and Scope of Position

The Technology Support Specialist II utilizes multiple technologies to support corporate employees and systems. Installs, configures, troubleshoots and repairs small computers (Laptop and Desktop) including peripherals, e.g. monitors. The Specialist also performs various maintenance, evaluation, installation, and training tasks to ensure systems performance meets company and user requirements. The Specialist will participate in the use and maintenance of Microsoft Azure-hosted services, Active Directory, Autopilot and Intune.

Organizational Relationship

This position reports to the Technology Support Manager and is responsible for communicating effectively with other staff within and outside the corporate headquarters. This position is expected to maintain working relationships with all aspects of the Technology Department. Also, this position, guides and assists employees while providing excellent Customer Service.

Duties and Responsibilities

• Provides first level Technology Customer and Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• Sets up employee accounts and assist with password resets
• Trains new employees on the basic use of corporate devices and data resources
• Maintains the company’s Azure and O365 components
• Works with the Cloud Engineering Team to implement computer deployment in O365.
• Installs, configures and maintains new hardware and approved software.
• Maintains concise inventory of hardware and approved software
• Makes recommendations on changes in systems configuration
• Analyzes and resolves system configuration and software problems.
• Interacts with vendors and service providers to resolve problems related to small computers and related systems
• Analyzes, evaluates, and recommends new systems, software, and communications products
• Contributes to backup and disaster recovery planning
• Creates new and maintains existing documentation
• Provides on-call help desk support through a rotation schedule
• Works alternate schedule to cover extended hours during fire season
• Works under moderate supervision
• Gaining or has attained full proficiency in a specific area of discipline.

Job Requirements

• Bachelor’s degree in computer science or a related field (Preferred)
• 1-3 years of experience in information technology, technical  customer service support, and/or help desk
• Experience in Technology Support, e.g., Helpdesk
• Experience with Windows devices in an enterprise environment
• Experience with Azure Active Directory and O365 environments (preferred)
• Experience with cloud services implementation and maintenance
• Experience with Apple Mac, iOS, and Android devices in an enterprise environment (preferred)

Knowledge, Skills, Abilities, and Experience

• Strong Customer Service skills
• Strong understanding of MS O365 platform in a production setting
• Strong interpersonal skills as well as strong oral and written communication skills.
• Participates as a team member in Technology related tasks
• Ability to perform routine duties independently.
• Ability to use analytical skills and refer to existing documentation to troubleshoot issues affecting small computers and software applications.
• Knowledge of phones utilizing MS Teams
• Excellent written and verbal communication skills
• Impeccable attention to detail

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 WDS rights to assign or reassign duties and responsibilities to this job at any time.

Wildfire Defense Systems, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.