Helpdesk Support Technician

Eastern Propane•Rochester, NH

1h•Onsite

About The Position

The Helpdesk Support Technician is responsible for providing technical support and outstanding customer service to end users for computer, application, system, device, access, and hardware issues. This position identifies, researches, and resolves technical problems of moderate complexity via telephone, email, and online requests for technical support.

Requirements

Associate degree in Computer Science or equivalent combination of education and experience.
Documented experience providing customer support-centric help desk support.
Proficient in MS Office platform.
Knowledge of network basics including VLANs, DHCP, and DNS.
Knowledge of VPN basics.
Knowledge of Android and IOS mobile devices, including tablets.
Ability to triage and prioritize issues needing resolution.

Nice To Haves

Multi-factor authentication and device trust enterprises such as Cisco DUO.
Cybersecurity operations such as Arctic Wolf.
Network or application security support.

Responsibilities

Provide first line response for 400+ mobile and desktop users requiring assistance with information technology issues and problems.
Respond to requests for technical assistance via phone, email, and software-as-a-service platform.
Track issues to resolution, including by updating the internal knowledgebase and communicating findings with relevant stakeholders.
Escalate advanced problems to the appropriate internal support personnel or external vendors.
Update and maintain Eastern’s software-as-a-service platform.
Act as a liaison between end users and technical escalation teams including vendors.
Provide end user training on various technology platforms.
Provide a single view to the organization for information technology related problems.
Participate in the on call rotation to assist users on weekends and after regular business hours.