Support Technician (L1)

Open Approach•Burlington, VT

1d•Onsite

About The Position

Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver exceptional managed technology and phenomenal client support to organizations across New England and beyond. Our focus is on long-term partnerships built on trust, transparency, and shared success, not sales quotas. We earn our clients’ business every month by staying relentlessly focused on their success. From the very first interaction to ongoing evolution, we aim to provide seamless experiences grounded in understanding, integrity, and practical solutions. We believe in making thoughtful, informed decisions and creating a lasting impact instead of quick fixes. This translates into long-term relationships with our clients that are rewarding on many levels. At our core, we value equity, humility, excellence, accountability, innovation, and openness. These guide everything we do, from how we collaborate internally to how we support clients through complex technical challenges. We are continually refining our team, enhancing our capabilities, and investing in talent to drive forward meaningful change. We embrace candid feedback, own our outcomes, and strive to improve every day. If that sounds like the kind of company you want to grow with, we would love to hear from you.

Requirements

Must be flexible with on-duty hours, as some maintenance activities take place during evenings and/or weekends. There is an On-call rotation.
Excellent written and verbal skills are absolutely imperative (previous customer service experience is a plus)
Have a good base foundation of tech.

Nice To Haves

Experience working in Windows and/or Mac OS X operating systems.
Basic understanding of how a client/server network functions.
Basic understanding of printers and print management.

Responsibilities

Collaborate with coworkers, vendors, and work directly with End Users via phone, email, and (occasionally) onsite visits to solve a wide variety of technical issues in Windows and Mac OS X environments.
Work with clients to upgrade, optimize, and troubleshoot business applications.
Configure user accounts in Active Directory, Office 365, and various applications.
Build upon and write new, internal, and client-facing documentation.
Be willing to take ownership of an issue, seeing it through from beginning to end.