IT Support Specialist/Tech Support Engineer

Big Sky Cybersecurity Inc. is hiring a Client Support Specialist to deliver Level 1 to Level 2 technical support for managed IT clients, with a focus on the Billings, Montana area. The role includes ticket ownership, client communication, coordination with technical teams, and occasional onsite visits with remote support responsibilities.

Key Responsibilities

• Provide Level 1 to Level 2 technical support for client requests, including basic troubleshooting, information gathering, and escalation when required.
• Monitor and manage client tickets from intake through resolution, ensuring accurate handling and timely completion.
• Act as a primary point of contact for assigned clients regarding support issues, updates, and planned work.
• Coordinate with internal technical teams to schedule work, confirm priorities, and track progress for projects and recurring tasks.
• Deliver clear, concise status updates to clients and internal stakeholders via email, phone calls, and scheduled check-ins.
• Support planning for client initiatives, including upgrades, maintenance windows, and security-related work, with attention to timelines and dependencies.
• Maintain accurate documentation of client environments, requests, and completed work in accordance with established processes.

Required Qualifications

• A 2-4 year degree in an IT-related field or equivalent practical experience.
• Strong customer service capability with clear written and verbal communication.
• Ability to manage multiple client requests and priorities while maintaining accuracy and follow-through.
• Experience working in a professional setting with documentation, process adherence, and consistency requirements.
• Understanding of fundamental cybersecurity concepts and common attack methods (for example, phishing, ransomware, credential theft).
• Willingness and ability to travel with regular overnight stays as needed to maintain customer obligations.
• Valid driver’s license and ability to safely operate a company-provided vehicle for client travel.
• Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high-compliance environments.
• Willingness to complete and successfully pass reference checks and employment verification during the hiring process.
• Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role.
• Comfort with field work physical requirements, including lifting up to 50 pounds, regular work on foot, ladders, roof access, hot server closets, and low voltage wiring in client environments.
• Functional and reliable transportation for travel to and from work sites; mileage is provided.
• Ability to stand and walk for extended periods while working onsite at client locations.
• Ability to safely lift, carry, and move typical IT equipment (including workstations, monitors, uninterruptible power supplies, and networking/server equipment) up to 50 pounds without assistance.
• Ability to climb stairs and regularly use ladders or step stools to access network closets and mounted equipment, cabling, and roof access.
• Comfort working across a range of client environments, including schools, healthcare facilities, and mechanical or network rooms that may be tight, warm, or noisy.
• Ability to safely maneuver and transport equipment in and out of vehicles and customer facilities.

Preferred Qualifications

• Experience in an MSP, MSSP, help desk, or IT support role.
• Experience supporting help desk requests using phone, remote, and ticket-based workflows.
• Familiarity with cloud collaboration platforms and modern business IT environments.
• Exposure to compliance frameworks such as HIPAA, NIST, or CIS Controls.
• Experience coordinating projects, managing workloads, or working within documented service processes.
• Experience with environmental systems such as cameras, door access, and VoIP phone systems.
• Experience with Google admin and Microsoft admin environments.

Technologies and Standards

• HIPAA
• NIST
• CIS Controls
• Google Admin
• Microsoft Admin

Training and Growth

• Structured onboarding to Big Sky Cybersecurity’s processes, documentation standards, and service approach.
• Ongoing training on managed IT and cybersecurity services, client environments, and practical attack/defense scenarios.
• Opportunity to grow into more advanced technical, coordination, or operations roles as skills and experience develop.

Compensation, Benefits, and Expected Hours

• Hourly pay range: $18–$31 depending on experience and qualifications.
• Pay differentials for overnight travel.
• Mileage provided for all travel along with daily stipends on overnights.
• Retirement contributions.
• Health insurance contributions and health insurance.
• Paid time off.
• Retirement plan.
• Tuition reimbursement.
• Expected hours: 38.0 to 45.0 per week.

Work Location

• In-person role.
• Onsite in Billings, MT.
• Primary focus is clients in the Billings Montana area.
• Candidates should reside in or be willing to relocate to the greater Billings region.

What Makes a Good Fit

• Positive, solution-driven attitude.
• Strong organization and attention to detail with a focus on moving tickets and projects from open to done.
• Comfort communicating with both end users and technical staff, adjusting communication style as needed.
• Self-directed work style with effective time management and task completion without constant supervision.
• Curiosity about cybersecurity and IT environments, with interest in deepening technical understanding and learning on the job.