Technician, IT

HECLA MINING CO.•Coeur d'Alene, ID

4d•Onsite

About The Position

Join the Hecla IT Team as an IT Technician and play a key role at the largest primary silver producer in the United States. Based at our Corporate office in Coeur d’Alene, ID, this is a fully in-office position with occasional travel to Hecla’s mining sites across North America. You will be responsible for end-user support, hardware and software provisioning, incident management, and day-to-day administration of our core platforms — including Microsoft 365, Entra ID, and Zendesk. We are looking for a candidate with 2–4 years of IT support experience who is ready to take ownership of their work, support a distributed workforce, and contribute to an IT team that is actively maturing its operations and service delivery.

Requirements

Windows OS: Proficient in installation, configuration, and troubleshooting of Windows 10/11 in a managed enterprise environment.
Microsoft 365 and Entra ID: Working knowledge of M365 administration (user management, licensing, mailboxes) and Microsoft Entra ID (Azure AD) for identity and access management.
Ticketing and ITSM: Comfortable working within a structured ticketing environment; understands incident, request, and change workflows.
Communication: Able to explain technical issues clearly to non-technical users; comfortable escalating and collaborating with senior engineers and external vendors.
Networking Fundamentals: Basic understanding of TCP/IP, DNS, DHCP, VPN, and wireless networking to support remote and site-based troubleshooting.
Self-Management: Able to prioritize and manage a personal ticket queue independently while keeping response times and resolution quality consistent.
Hardware and Imaging: Experience with workstation imaging, peripheral setup, and hardware diagnostics; familiarity with deployment tools is a plus.
Problem-Solving: Methodical approach to diagnosing issues; knows when to dig deeper and when to escalate to minimize user downtime.
Documentation: Maintains clear and accurate records of issues, resolutions, and configurations; contributes to team knowledge base.
Adaptability: Comfortable working in a multi-site, multi-timezone environment supporting users across diverse operational roles, including mining operations.
Associate’s degree or higher in Information Technology, Computer Science, or a related field — or equivalent professional experience.
A minimum of 2–4 years in an IT support role is required.
Valid Driver’s License: Required for occasional travel to mine site locations.
Independent and Collaborative: Able to work autonomously on a ticket queue while contributing effectively within a small, close-knit IT team.
Attention to Detail: Exceptional focus on detail, ensuring accuracy and quality in a dynamic work environment.
Confidentiality: Strong commitment to maintaining confidentiality, respecting the privacy and integrity of all individuals and company data.
Successful completion of background check and other standard pre-employment screenings is required.

Nice To Haves

Industry certifications are valued (e.g., CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator, or equivalent). Not required but will strengthen a candidate’s application.
Demonstrates initiative in keeping technical skills current as platforms and tools evolve.

Responsibilities

Provide Technical Support: Deliver timely hardware and software troubleshooting to end users at Corporate and remotely across all Hecla sites, using Zendesk to manage and track all requests and incidents.
Provision and Configure Equipment: Image, configure, and deploy workstations and peripherals according to standard build specifications; support onboarding and hardware refresh cycles.
Administer User Accounts: Create, modify, and disable user accounts and group memberships in Microsoft Entra ID (Azure AD), and manage M365 licensing and mailbox provisioning.
Diagnose and Resolve Issues: Perform root cause analysis on hardware, software, and application failures; document findings in Zendesk and escalate to senior staff or vendors as appropriate.
Support M365 and Core Applications: Assist users with Microsoft 365 applications (Teams, Outlook, SharePoint, OneDrive) and support other business-critical platforms used across Hecla operations.
Contribute to Service Improvement: Review ticket trends and recurring issues; identify opportunities to reduce repeat incidents through documentation, knowledge base articles, or process changes.
Travel to Mine Sites: Provide on-site IT support at Hecla’s mining operations as needed; occasional travel required to locations including Greens Creek (AK), Lucky Friday (ID), and Keno Hill (YT).
Maintain Asset Records: Track hardware inventory and lifecycle status; keep asset records current to support procurement planning and compliance.
Engage Vendors and Partners: Coordinate with hardware vendors, software vendors, and service providers to resolve issues and fulfill procurement requests under the direction of senior IT staff.
Participate in IT Projects: Support broader IT initiatives, including infrastructure upgrades, system rollouts, and process improvement efforts as assigned.