IT Helpdesk Technician

Role Overview

• Serve as the first point of contact for end-user technology support requests and incidents.
• Respond to support requests through the ticketing system, phone calls, walk-ups, and email communications.
• Troubleshoot and resolve basic hardware, software, printer, network, mobile device, and account-related issues.
• Escalate incidents and service requests to appropriate technical teams when additional support or advanced troubleshooting is required.
• Accurately document all incidents, troubleshooting steps, resolutions, and escalation details within the ticketing system.
• Prioritize and triage incoming incidents based on operational impact, urgency, and established service levels.
• Support onboarding and offboarding activities including user account setup, equipment preparation, and access requests.
• Assist with deployment, imaging, setup, and replacement of desktops, laptops, mobile devices, and peripherals.
• Maintain accurate inventory records for end-user devices and related IT equipment.
• Provide professional and customer-focused support to employees, contractors, and vendors across site operations.
• Follow company safety policies, cybersecurity standards, and IT operational procedures.
• Comply with all company safety policies, MSHA regulations, and site access requirements.
• Identify recurring technical issues and communicate trends or improvement opportunities to senior IT staff.
• Support conference room technology, printers, and general office IT systems.
• Assist with maintaining cleanliness and organization of IT workspaces and storage areas.
• Perform other incidental and related duties as required and assigned.

Requirements

• High school diploma or equivalent required
• Valid driver’s license required
• Basic understanding of computer hardware, operating systems, networking concepts, and Microsoft Office applications
• Strong troubleshooting and problem-solving skills with the ability to follow documented procedures
• Effective verbal and written communication skills with a strong customer service focus
• Ability to manage multiple tasks and priorities in a fast-paced operational environment
• Ability to work independently as well as collaboratively within a team environment
• Strong attention to detail and commitment to accurate documentation
• Willingness to learn new technologies and develop technical skills
• Ability to maintain confidentiality and handle sensitive information appropriately
• Ability to safely work in industrial and mining environments when required
• Associate degree, technical diploma, or relevant IT certifications considered an asset
• Familiarity with Active Directory, ticketing systems, and remote support tools considered an asset
• Previous helpdesk, customer service, or technical support experience considered an asset.

Tech Stack

• Cyber Security

Benefits

• Competitive Annual Bonus Program
• Relocation available for certain positions
• Full benefits on day 1 (medical, vision, dental, employee assistance program, Teladoc service)
• 6% dollar-for-dollar employer match to 401k or Roth, immediate vesting
• Bus service from Lovelock, Fallon, and Winnemucca
• Travel pay for those outside of bus service