Helpdesk Technician

Harnish Group Inc.; Billings (MT); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

401k with match

Paid time off

Health insurance

Vision insurance

Life/AD&D

Employee assistance program

Bonus program

Discounts

Career growth

Seniority bonus

Job summary

Harnish Group Inc. is seeking a Helpdesk Technician to provide Tier 1-2 support for internal and client systems in a hybrid IT environment. You will troubleshoot hardware, software, and networking issues, deliver user training, and maintain documentation and asset inventories.

Based in Billings, MT, the role involves onboarding new employees, supporting Active Directory, Azure Entra, O365, SharePoint, and related services, and occasional travel to remote branches as needed.

Qualifications

• 2+ years in helpdesk or service desk at Tier 1-2.
• Must work on-site in Billings, MT.
• Strong diagnostics for hardware, software, and tools.
• Excellent interpersonal and customer service skills.
• Experience with AD/Azure AD/Office 365/SharePoint/Exchange/Teams.

Responsibilities

• Set up and onboard new employees and contractors.
• Provide Tier 1-2 support with minimal supervision.
• Document issues and escalate as needed.
• Maintain IT asset inventory and knowledge base.
• Administer AD, Azure, O365, SharePoint, Exchange.
• Provide training workshops for staff.
• Stay current with OS, hardware, software.
• Travel ~10% to remote branches.

Skills

Tech Support

AD / Azure

Office 365

SharePoint

Teams

Windows Server

Networking

Documentation

Training delivery

Tools

Azure AD

Office 365

SharePoint

Exchange

Teams

Hyper-V

Windows Server

Backup

Job description

Summary

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.

Primary Responsibilities

• This position is based in Billings, MT.
• 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 elevate 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.

Qualifications

• 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.
• Demonstrate sound interpersonal skills and a commitment to providing accurate support information to customers regarding HGI products and services.
• 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.

Employee Benefits

We offer a competitive benefits package that includes a base salary.

• Retirement: 401k w/ Company Match and Profit Sharing
• Paid Time Off: Paid Vacation, Holiday & Sick Leave
• Health Insurance: Premera Blue Cross Medical w/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

Harnish Group Inc. is the Caterpillar Dealer in Central and Western Washington, Central and Eastern Montana, Northwestern Wyoming, Northwestern North Dakota and the state of Alaska. Our Member Companies are N C Machinery, N C The Cat Rental Store, N C Power Systems, Tractor & Equipment Co., T & E The Cat Rental Store, T&E Power Systems, SITECH Northwest Inc., representing Caterpillar and other manufacturers. A family owned and managed company since 1929 with over 1200 employees, our Mission is to help our customers succeed by providing premier business solutions delivered by engaged employees through teamwork and excellence.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.