Information Technology Help Desk Technician

About the role

This position provides excellent technical support and maintenance for internal and client-facing systems, software, and services. Acting as a Tier 1-2 resource, the Helpdesk Technician identifies problems, offers elevated remediation, answers technical questions, provides training, troubleshoots, and follows up with users to resolve computer issues in a complex hybrid IT environment (on-premises and cloud). The role also includes delivering regular training workshops to internal staff on usability and functionality of HGI business systems and services.

Responsibilities

• Set up and configure computers, applications, and peripherals for new employees and contractors, and conduct IT onboarding orientation.
• Provide in-depth Tier 1-2 support services to HGI staff and contractors using HGI hardware, software, and services with minimal guidance or supervision.
• Document issues and escalate them to the next Tier level as needed to resolve complex support issues or requests.
• Accurately maintain IT asset inventory data and knowledge base documentation.
• Provide multi-level support to administer and troubleshoot Active Directory, Azure Entra, O365, and Azure environments.
• Deliver regular training and workshops for HGI staff covering functionality of HGI business applications and services in O365 and associated desktop applications.
• Maintain up-to-date knowledge of all major operating systems, platforms, hardware, and software.
• Develop and maintain effective working relationships with multiple development, design, and support teams.
• Perform other tasks as requested by the supervisor.

Requirements

• Minimum of 2+ years in a service/helpdesk/call center environment at a Tier 1-2 level as a primary job function, providing technical support and handling all types of IT inquiries, or 1+ years with related education.
• Ability to diagnose advanced technical issues involving troubleshooting hardware, software, and tools.
• Sound interpersonal skills and a commitment to providing accurate support information to customers regarding HGI products and services.
• Experience troubleshooting internet connectivity and web browser compatibility across various platforms and devices.
• Familiarity with administering services and resources related to AD/Azure AD/Office 365/SharePoint/Exchange/Teams/Hyper-V/Windows Server/Anti-Virus/Backup/Update and Patch management.
• Expert knowledge in troubleshooting network connectivity, software, and hardware issues across various platforms and devices.
• Able to consistently apply time management and prioritization techniques in a high-volume, multi-tasking environment.
• Ability to lift, move, or carry objects weighing between 20-60 pounds, utilizing a dolly cart for heavier loads.
• May involve standing and walking for prolonged periods.
• Planned travel to troubleshoot issues at designated regional remote branches is required approximately 10% of the time.

This position is in a general office environment with frequent computer use and is NOT remote.

Benefits

• Retirement: 401k with company match and profit sharing
• Paid Time Off: Paid vacation, holiday, and sick leave
• Health Insurance: Premera Blue Cross medical with telehealth and dental
• Vision Insurance: VSP Vision Insurance
• Insurance: Company-paid life, AD&D, and disability insurance
• Guidance Resources: Employee Assistance Program
• Rewards: Quarterly Employee Recognition Cash Program
• Discounts: CAT products, rental/sales discounts
• Financial Access: Credit Union membership available
• Growth/Stability: Career growth opportunities within a 4th-generation family-owned company (over 96 years)
• Talent Referral Program: Employee referral bonus