Technician, IT

Position Title:

Technician, ITLocation:

Corporate Office, CDA, IDReports To:

Supervisor, Enterprise Support Position Summary:

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 dAlene, ID, this is a fully in-office position with occasional travel to Heclas 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 24 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.

Essential Functions and Responsibilities of the

PositionProvide 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 Heclas 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.

Skills and Abilities:

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.

Education and Credentials:

Education:

Associates degree or higher in Information Technology, Computer Science, or a related field or equivalent professional experience. A minimum of 24 years in an IT support role is required.

Certifications:

Industry certifications are valued (e.g., CompTIA A+, CompTIA Network+, Microsoft 365

Certified:

Endpoint Administrator, or equivalent). Not required but will strengthen a candidates application.

Continuous Learning:

Demonstrates initiative in keeping technical skills current as platforms and tools evolve.

Work Arrangement:

This is a fully in-office position based at Heclas Corporate Office in Coeur dAlene, ID. Occasional travel to Hecla mine sites is expected and required.

Valid Drivers License:

Required for occasional travel to mine site locations.

Other Qualifications:

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.

Pre-Employment Screening:

Successful completion of background check and other standard pre-employment screenings is required.