Client Support Specialist - Managed IT

This is a hands on technical support and coordination role in a structured, detail focused environment, with remote work combined with regular onsite visits in the Billings / Eastern / Hi-Line Montana regions., * Provide Level 1-2 technical support for client requests, including basic troubleshooting, information gathering, and escalation when needed.

• Monitor and manage client tickets from intake through resolution, ensuring requests are handled accurately and on time.
• Serve as a primary contact for assigned clients in the Billings area regarding support issues, updates, and planned work.
• Coordinate with internal technical teams to schedule work, clarify priorities, and track progress on projects and recurring tasks.
• Communicate clear, concise status updates to clients and internal stakeholders via email, calls, and scheduled check ins.
• Assist with planning for client projects such as upgrades, maintenance windows, and security related work, including timelines and dependencies.
• Maintain accurate documentation of client environments, requests, and work performed, following established processes.
• Travel regularly to client sites, including overnight travel on a rotating schedule (one week on, one week off), focused around the Billings MT and Eastern/Hi-line regions, with occasional trips to other regions as needed.

Do you have a valid Driver’s License license?, Do you have experience in Technical documentation?, Do you have a Bachelor’s degree?, * You are organized and detail oriented and you like seeing tickets and projects move from “open” to “done.”

• You are comfortable talking with both end users and technical staff and can adjust your communication style accordingly.
• You can manage your time well in a remote environment and keep work moving without constant supervision.
• You are curious about cybersecurity and IT environments and want to deepen your technical understanding over time., * 4 year degree in Computer Science, Information Technology, or a closely related field.
• Strong customer service skills and 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 where documentation, process, and consistency matter.
• Understanding of fundamental cybersecurity concepts and common attack methods (for example, phishing, ransomware, credential theft).
• Willingness and ability to travel with regular overnight stays on a rotating schedule (one week traveling, one week home).
• 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 as part of 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.
• Comfortable with the physical aspects of field work, including lifting up to 50 pounds and regularly working on foot and on ladders in client environments.

Preferred Qualifications

• Experience in an MSP, MSSP, help desk, or IT support role.
• Experience with working help desk including phone, remote, and ticket support.
• 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., * 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, mounted equipment, and cabling.
• Comfort working in a variety 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.

$18 - $31 an hour - Permanent, Full-time, * 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

• Hourly pay range: $18-$31, depending on experience and qualifications.
• Additional compensation for weeks involving overnight travel.
• Company vehicle provided for required client travel.
• Remote work with clear expectations, defined processes, and a supportive team.
• Opportunity to contribute to a mission driven cybersecurity organization where details and doing the right thing matter.

Pay: $18.00 - $31.00 per hour