Support internal teams and clients as a Tier 1-2 Helpdesk Technician in a hybrid on-premises and cloud environment.

Set up and configure computers, applications, and peripherals for new employees and contractors
Lead IT onboarding orientation for new hires and contractors
Provide Tier 1-2 technical support to HGI staff and contractors using HGI hardware, software, and services with minimal guidance
Troubleshoot computer issues, document problems, and escalate to the next Tier level for complex requests
Maintain accurate IT asset inventory records and keep knowledge base documentation up to date
Administer and troubleshoot environments including Active Directory, Azure Entra, and O365/Azure
Deliver regular training and workshops for HGI staff on O365 and associated desktop applications, including business application and service functionality
Keep current on major operating systems, platforms, hardware, and software
Build and maintain working relationships with multiple development, design, and support teams
Complete other duties as requested by the supervisor

Minimum 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 IT inquiries, or 1+ years with related education
General office environment with frequent computer use; not a remote position
Ability to diagnose advanced issues by troubleshooting hardware, software, and supporting tools
Strong interpersonal skills and commitment to providing accurate support information to customers about HGI products and services
Experience troubleshooting internet connectivity and web browser compatibility across platforms and devices
Familiarity with administering services and resources including AD/Azure AD/Office 365/SharePoint/Exchange/Teams/Hyper-V/Windows Server
Familiarity with Anti-Virus, Backup, and Update/Patch management
Expert technical support knowledge for network connectivity, software, and hardware troubleshooting across platforms and devices
Ability to apply time management and prioritization 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 require standing and walking for prolonged periods
Planned travel to troubleshoot issues at designated region remote branches required approximately 10% of the time

401k with Company Match and Profit Sharing
Paid Vacation, Holiday & Sick Leave
Premera Blue Cross Medical w/ 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: Billings, MT (onsite)

Experience: Minimum 2 years

Helpdesk Technician

Job Description