Position Title: Technician, IT

Location: Corporate Office, CDA, ID

Reports 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 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.

Essential Functions and Responsibilities of the Position

• 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.

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: 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.
• Certifications: 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.
• 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 Hecla’s Corporate Office in Coeur d’Alene, ID. Occasional travel to Hecla mine sites is expected and required.
• Valid Driver’s 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.