Technology Support Analyst

Howard Center•Burlington, VT

1d•Onsite

About The Position

Provide timely front-line technology support to all Agency staff including coordination, diagnosis, and troubleshooting of incoming employee calls and HelpDesk requests. Perform user administration functions for new hires, staff changes, and terminations. In-person, in Burlington VT.

Requirements

Two years of professional experience supporting information technology in a business environment
Experience supporting a Microsoft Windows environment including Active Directory, Office 365, and Microsoft 365
Knowledge of common computer concepts, practices, and procedures
Understanding of basic networking, servers, workstations, and printers
Strong customer service, analytical, and technical skills

Responsibilities

Assist employees with Agency-supported hardware, software, and associated business tools
Master a variety of troubleshooting skills and tools to diagnose and resolve the actual problem
Identify, research, and resolve moderately complex technical issues as presented by users; escalate cases when additional support is required
Implement standard operating procedures and develop internal and user-facing IT documentation and customer service guidelines
Categorize and prioritize service requests within the HelpDesk ticketing system and provide timely status information and follow-up support to staff
Coordinate with external vendors for provision of support services as needed

Benefits

Generous time off starting at 36 days of combined time off per year for full-time employees (and increasing with years of service); pro-rated for positions 16 hours or more
Comprehensive Health Insurance with 80% agency-paid premium support for individuals, couples, and families (pro-rated for part time). This Point of Service Plan features no deductible.
Two Dental options
Vision Insurance
Employer 401(k) contributions
Employer Paid Life, AD&D, Short Term and Long Term Disability insurance
Medical & Childcare Flexible Spending Account
Childcare Stipend
Employee Assistance Program
Employee referral program with financial payment
Discounted online undergraduate/graduate courses through Champlain College truED
Award-winning workplace wellness program including physical fitness groups for staff, financial wellness incentives, and ongoing workplace wellness advocacy and education
Voluntary benefits from local/international businesses: discounted gym memberships, mobile phone service, ski/snowboard passes, auto/home insurance, and more!