Helpdesk Technician

Tractor and Equipment•Billings, MT

6d•Onsite

About The Position

The Helpdesk Technician provides technical support and maintenance for internal and client-facing systems, software, and services. As a Tier 1–2 resource, the role identifies problems and performs elevated remediation, answers technical questions, provides training, troubleshoots issues, and follows up with users in a hybrid on-premises and cloud IT environment. The technician also conducts regular workshops for internal staff on the usability and functionality of HGI business systems and services. This is an onsite role based in Billings, Montana, in a general office environment; it is not remote. Planned travel to designated regional branches to troubleshoot issues is required approximately 10% of the time.

Requirements

At least 2 years in a Tier 1–2 service, helpdesk, or call center environment providing technical support and handling IT inquiries, or at least 1 year with related education.
Ability to diagnose advanced technical issues involving hardware, software, and tools.
Strong interpersonal skills and commitment to providing customers with accurate support information about HGI products and services.
Experience troubleshooting internet connectivity and web browser compatibility across platforms and devices.
Familiarity administering services and resources related to AD/Azure AD, Office 365, SharePoint, Exchange, Teams, Hyper-V, Windows Server, antivirus, backup, and update and patch management.
Expertise troubleshooting network connectivity, software, and hardware issues across platforms and devices.
Ability to consistently apply time-management and prioritization techniques in a high-volume, multitasking environment.
Ability to lift, move, or carry objects weighing 20–60 pounds; a dolly cart is used for heavier loads.
May need to stand and walk for prolonged periods.
Able to travel approximately 10% of the time to designated regional branches.

Responsibilities

Set up and configure computers, applications, and peripherals for new employees and contractors, and conduct IT onboarding orientation.
Provide Tier 1–2 technical support to HGI staff and contractors using HGI hardware, software, and services, with minimal guidance or supervision.
Document issues and escalate complex support issues or requests to the next tier as needed.
Maintain IT asset inventory data and knowledge base documentation.
Administer and troubleshoot Active Directory, Azure Entra, O365, and Azure environments.
Provide training and workshops for HGI staff on HGI business applications and services in O365 and associated desktop applications.
Maintain current knowledge of major operating systems, platforms, hardware, and software.
Develop and maintain effective working relationships with development, design, and support teams.
Perform other tasks as requested by the supervisor.
Travel to designated regional branches to troubleshoot issues approximately 10% of the time.