Senior Helpdesk Support Technician

Eastern Propane•Rochester, NH

7h•Onsite

About The Position

This position 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. The Senior Helpdesk Support Technician will document, track, and monitor issues using Helpdesk software. This position will also be the trainer and first level of support for the other Helpdesk technicians within the department.

Requirements

Education: Associate degree in computer science or equivalent combination of education and experience.
Experience: Minimum 3 years providing customer-focused help desk support.
Proficient in MS Office platform.
Knowledge of network basics including VLANs, DHCP, and DNS.
Knowledge of end-user VPN basics.
Knowledge of Android and iOS mobile devices, including tablets.

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 500+ 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 knowledge base 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 training and support for Helpdesk Support Technicians, including updating training manuals.
Resolve escalated support tickets from Helpdesk team or further escalate to senior support employees.
Review open tickets within the Helpdesk and provide guidance to Helpdesk Support Technicians to achieve ticket resolution and customer satisfaction.
Identify emerging trends in Helpdesk tickets and present solutions to IT Leadership team.
Provide a single view to the organization for information technology related problems.
Work with infrastructure team on PC imaging and deployment.
Assist with the creation of scripting and automation and be able to train on the usage of scripts and automation to peers in the Helpdesk.
Participate in the on call rotation to assist users on weekends and after regular business hours.
Travel frequently to Eastern properties, primarily in New Hampshire, Maine, and Massachusetts.
Be receptive to and successfully complete other duties as assigned.