Job Information
Actalent Desktop Technical Customer Service in Kalispell, Montana
This contract Desktop Technical Customer Support 3 assignment is located in the Field Support Services organization (JNRF) within the IT department at the Bonneville Power Administration (BPA). This position supports the current desktop computing environment and new projects that are relevant to Field IT services. This position also serves as the primary contact for the substations located within the Kalispell district. The technical support position provides technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.
Position Responsibilities:
Field telephone calls, voicemails and emails from BPA IT clients.
Troubleshoot calls/tickets assigned from the IT Service Desk and start the resolution process, bringing in other subject matter experts as required.
Track issues using a central incident management application.
Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
Configure Microsoft Office applications and resolve usability issues. Includes troubleshooting Microsoft Outlook clients connecting to multiple Microsoft Exchange Servers and network file shares/printers. Resolve end-user functionality questions with Outlook, Word, Excel, Visio, and PowerPoint.
Troubleshoot and resolve hardware system level problems as they occur, taking a proactive approach to resolve issues before they become major problems.
Configure new desktops, software upgrades, and provide problem solving for hardware, operating systems and security permission issues. Troubleshoot desktop problems both locally and remotely in a multi-domain, secure Active Directory environment.
Verify functionality of enterprise business applications such as the PeopleSoft suite by configuring OS settings and troubleshooting connectivity issues.
Troubleshoot and repair Desktop/Laptop and thin client hardware.
Run diagnostic programs for troubleshooting or monitoring purposes.
With oversight and approval from the BPA Manager, serve as escalation point of contact within the Field IT Support team for Desktop/Laptop and thin client hardware.
Resolve technical issues or escalate in a timely, professional manner.
Support and troubleshoot video-teleconferencing setup and resolve teleconferencing network issues.
Support Citrix XenApp / Application virtualization, to include: troubleshooting client connectivity issues, troubleshooting client performance issues and troubleshooting client printing issues.
Work remotely with subject matter experts (SME’s) to resolve complex desktop or network issues.
Manage hardware assets and track via asset management application(s), verifying IT inventories are accurate.
Support peripheral devices (Printers, Smartphones, Scanners, etc.).
Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
Using BPA and industry standards, follow complex procedures and explain technical solutions to a wide range of clients. Provide recommendations for procedure changes/improvements.
Prioritize work with a focus on client satisfaction and follow through based on established BPA standards and processes. May also serve as Field Craft Coordinator, the primary support/contact for IT issues within the Transmission Business Line. Provide input to verify changes to craft-specific hardware and software systems meet the technical requirements of the assigned Craft. This work may include collaborating with field subject matter experts (SMEs) to gather software / hardware requirements; liaising with the Craft Technical Lead and BPA manager to develop recommendations for compliant software/hardware, equipment, peripherals, etc.; and documenting of the aforementioned.
Recommend hardware, equipment, and materials that are at end of life for appropriate disposal via the Investment Recovery Center (IRC).
Participate with team to develop, document, and draft build guides for equipment; revise and update as required.
Qualifications
A Bachelor of Science degree in Computer/Information Technology or a directly-related field is preferred.
With an applicable Bachelor’s degree, 6 years of experience is required.
With an applicable Associate’s degree, 8 years of experience is required.
Without an applicable degree, 10 years of experience is required.
Experience should be in the Computer/Information Technology or directly related technical field.
6 years of experience with Microsoft Windows 7 and Windows 10.
6 years of experience with Desktop/laptop configuration and troubleshooting.
6 years of experience with local and network printer configuration and troubleshooting.
6 years of experience with Desktop security practices, including patching and updating the OS, security settings in the OS and in applications and anti-virus and anti-spy applications.
Preferred Skills
One or more of the following: A+, MCP, MCSE, or other relevant industry certifications preferred. If not certified, must show relevant knowledge.
Experience and working knowledge of Terminal Services/Citrix.
Demonstrated skills in Microsoft Office Suite including Word, Excel, Outlook, PowerPoint and Access.
Job Type & Location
This is a Contract position based out of Kalispell, MT.
Pay and Benefits
The pay range for this position is $35.00 - $40.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Kalispell,MT.
Application Deadline
This position is anticipated to close on Apr 25, 2026.
Diversity, Equity & Inclusion
At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I is embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
Actalent is an equal opportunity employer.
About Actalent
Actalent is a global leader in engineering and sciences services. For more than 40 years, we’ve helped visionary companies advance their goals. Headquartered in the United States, our teams span 150 offices across North America, EMEA, and APAC—with four delivery centers in India led by 1,000+ extraordinary employees who connect their passion with purpose every day.
Our Bangalore, Hyderabad, Pune, and Chennai delivery centers are hubs of engineering expertise, with core capabilities in mechanical and electrical engineering, systems and software, and manufacturing engineering. Our teams deliver work across multiple industries including transportation, consumer and industrial products, and life sciences. We serve more than 4,500 clients, including many Fortune 500 brands. Learn more about how we can work together at actalentservices.com.