Helpdesk Technician

As a Tier 1-2 Helpdesk Technician, you’ll deliver hands-on technical support and system maintenance for internal and client-facing environments in a hybrid on-premises and cloud setup.

Responsibilities

• Set up and configure computers, applications, and peripherals for new employees and contractors, including IT onboarding orientation
• Provide in-depth Tier 1-2 support to HGI staff and contractors using HGI hardware, software, and services with minimal supervision
• Document issues and escalate to the next Tier level when support requests require advanced resolution
• Maintain accurate IT asset inventory data and keep knowledge base documentation current
• Administer and troubleshoot multi-level environments including Active Directory, Azure Entra, O365, and Azure
• Deliver regular training and workshops for HGI staff, addressing questions and covering functionality of HGI business applications and services in O365 and related desktop applications
• Stay current on major operating systems, platforms, hardware, and software
• Build and maintain working relationships with multiple development, design, and support teams
• Complete other tasks as requested by the supervisor

Requirements

• Minimum 2+ years in a service/helpdesk/call center environment at a Tier 1-2 level as a primary job function, supporting IT inquiries; or 1+ year with related education
• General office environment with frequent computer use; NOT a remote position
• Ability to diagnose advanced technical issues by 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 AD/Azure AD/Office 365/SharePoint/Exchange/Teams/Hyper-V/Windows Server, plus Anti-Virus, Backup, Update, and Patch management
• Expert knowledge troubleshooting network connectivity, software, and hardware issues across various platforms and devices
• Ability to apply time management and prioritization consistently in a high-volume, multi-tasking environment
• Ability to lift, move, or carry objects weighing 20-60 pounds, using a dolly cart for heavier loads
• May involve standing and walking for prolonged periods
• Planned travel to troubleshoot issues at designated region remote branches required approximately 10% of the time

Technologies

• Active Directory
• Azure Entra (Azure AD)
• O365 / Office 365
• Azure
• SharePoint
• Exchange
• Teams
• Hyper-V
• Windows Server
• Anti-Virus
• Backup
• Update
• Patch management
• Internet connectivity
• Web browser compatibility
• Network connectivity

Benefits

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

Location: Anchorage, AK (onsite)

Experience: 2+ years minimum

Travel: Approximately 10% planned travel to designated region remote branches