Helpdesk Technician

The Helpdesk Technician is responsible for providing excellent technical support and maintenance for internal and client-facing systems, software, and services. This role acts as a Tier 1‑2 resource for problem identification and elevated remediation, answering technical questions, providing training, troubleshooting, and following up with users to resolve their computer issues in a complex IT hybrid (on‑premises and cloud) environment. The Helpdesk Technician will also provide regular training workshops to internal staff, covering usability and functionality topics to maximize the efficiency of using HGI business systems and services.

• 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 who are 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/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.
• Provide regular training and workshops for HGI staff to answer their questions and cover topics related to the 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.

• 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.
• This position is in a general office environment with frequent computer use. This is not a remote position.
• Ability to diagnose advanced technical issues involving troubleshooting hardware, software, and tools.
• Demonstrate sound interpersonal skills and a commitment to providing accurate support information to customers regarding HGI products and services.
• Experienced in providing technical support to troubleshoot 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 providing technical support to troubleshoot 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 the designated region remote branches is required approximately 10% of the time.

• Retirement: 401k with Company Match and Profit Sharing
• Paid Time Off:
  Paid Vacation, Holiday & Sick Leave
• Health Insurance:
  Premera Blue Cross Medical with Telehealth & Dental
• Vision Insurance: VSP Vision Insurance
• Insurance:
  Company Paid Life, AD&D & Disability Insurance
• Guidance Resources:
  Employee Assistance Program
• Rewards:
  Quarterly Employee Recognition Cash Program
• Discounts: CAT Products, Rental/Sales Discounts
• Financial Access:
  Credit Union Membership is available
• Growth/Stability:
  Career Growth Opportunities within a 4th Generation Family owned Company for over 96 years
• Tenure:
  Seniority Bonus, starting at 5+ years
• Talent Referral Program:
  Employee Referral Bonus