When technology breaks, most people only see the problem in front of them. Great service and support technicians see something more: the person behind the problem.
That's one of the reasons Nathan Lantaigne-Goetsch, IT Support Analyst II at Great River Energy, was named HDI's 2026 Best Service and Support Technician.
Nathan joined Great River Energy as a contractor in the fall of 2023 and quickly became a trusted resource for both his teammates and the employees he supports, earning a full-time spot on the team in March of 2024. Whether he's troubleshooting a complex technical issue, mentoring a new team member, or helping an employee navigate a major transition, he approaches every interaction with patience, professionalism, and a genuine desire to help.
A Trusted Resource for the Toughest Problems
Every support team has that person others turn to when they hit a roadblock. At Great River Energy, that's Nathan.
Over the past year, he has become the team's go-to expert for mobile device management, helping coordinate device refreshes, updates, and troubleshooting efforts across the organization. His technical expertise has made him a valuable partner on projects ranging from large-scale device deployments to the development of new processes for patching and refreshing critical assets.
Colleagues describe him as calm, level-headed, and dependable, even when priorities shift and new challenges appear without warning. While many people feel overwhelmed by competing demands, Nathan has a reputation for keeping his composure and methodically working toward a solution.
That steady presence has earned the trust of teammates across the organization and positioned him as an emerging leader within the service desk.
Service That Goes Beyond the Ticket
Nathan consistently delivers what his colleagues describe as "white-glove" service. He takes the time to explain technical issues in language people can understand, ensuring employees feel informed and supported throughout the process.
One story from his nomination perfectly illustrates that mindset.
When a longtime employee was prepared to retire and wanted to keep their company-issued mobile device, Nathan didn't simply complete the required steps and move on. He met with the employee personally, helped transfer the device to a new personal plan, and even assisted with backing up years of photos and personal memories.
It's a small gesture on paper. In reality, it reflects something much larger: an understanding that great service is about helping people during moments that matter to them.
That same commitment showed up during a large deployment effort involving dozens of critical assets for field service personnel. Nathan worked individually with each employee to ensure devices were properly configured and ready for use, even when it required extra research and manual setup work.
The result? A 99% (yes, really!) customer satisfaction rating and a reputation for service excellence that extends far beyond the IT department.
Investing in the Next Generation
Nathan's impact doesn't stop with the people he directly supports.
Over the past year, he has taken an active role in mentoring interns and contractors, helping them develop both technical skills and professional confidence. He has trained team members on everything from device deployments and computer builds to documentation practices and knowledge sharing.
Just as importantly, he models the behaviors that foster a strong culture of support: curiosity, professionalism, accountability, and respect for others.
Always Learning, Always Improving
One of the most impressive aspects of Nathan's story is his commitment to continuous growth.
Over the past year, he earned his ITIL certification, became a key contributor to Great River Energy's service management tool selection process, and independently taught himself new technologies to solve business challenges.
In one example, he developed an automated process for managing international travel requests using Microsoft Forms and Power Automate despite having no prior experience with either tool. The solution reduced manual effort, improved tracking, and created a more consistent experience for employees.
That combination of technical curiosity, initiative, and business awareness has allowed Nathan to contribute far beyond the traditional responsibilities of a support technician.
Who Will Be the Next HDI Award Winner?
Nathan's story is exactly the kind of excellence the HDI Awards program was created to recognize.
Think you know someone who deserves to be celebrated for their contributions to the support industry? Stay tuned. Nominations for the 2027 HDI Awards will open in August, and we can't wait to meet the next group of outstanding professionals making a difference every day.