Helpdesk Support Technician

Eastern Propane Corp; Rochester (NH); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

100% paid insurance

401(k) match

Fuel discounts for home use

Training Center

Paid time off 3.5 weeks + 7 holidays

Veteran’s Day holiday

Growth opportunities

Coffee & snacks

Shortened summer hours

Wellness reimbursement

Voluntary benefits

Job summary

EASTERN PROPANE CORP in Rochester, NH is seeking a Helpdesk Support Technician to deliver first-line IT support for 400+ users, handling issues via phone, email, and SaaS platforms with a strong emphasis on customer service.

The role requires troubleshooting, knowledge base updates, and collaboration with escalation teams. On-call rotations and training duties are included, with a family-owned culture and growth opportunities.

Qualifications

• Associate degree in Computer Science or equivalent combination of education and experience.
• Experience in help desk support with a customer-first approach.
• Proficient with MS Office and basic IT concepts.

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, update internal knowledgebase and communicate findings with stakeholders.
• Escalate advanced problems to 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.

Skills

Customer support

Helpdesk support

MS Office proficiency

Network basics

VPN basics

Android/iOS devices

Triaging and prioritization

On-call rotation

Education

Associate degree in Computer Science

Tools

Cisco Duo

Arctic Wolf

Job description

This is a full-time on-site position in Rochester, NH

About our energy

Family owned and operated for more than 90 years, Eastern is a full-service propane and oil company serving New Hampshire, Maine, Massachusetts, Rhode Island, and Vermont. We are proudly ranked as a gold level status for Veteran friendly employers. We’ve been voted as one of New Hampshire's "Best Places to Work" in the Manchester Radio Group's #bestofthe603 and we are pleased to offer employment opportunities throughout New England. Joining Eastern means you’re part of a supportive and family focused culture.

Why choose Eastern?

• Extensive benefits including 100% paid insurance options
• Matched 401(k) options
• Employee & family fuel discounts for your home
• State of the art Training Center
• 3.5 Weeks paid time off + 7 paid holidays
• Veteran’s Day paid holiday for active military and veterans
• Opportunity for growth
• Complimentary coffee, snacks, and Thanksgiving turkey
• Shortened summer hours – full pay, shorter days
• Wellness reimbursement (gym, exercise classes, and more)
• Additional voluntary benefits

About this opportunity

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.

What your role will look like

• 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.

What you’ll bring to this role:

• Education: Associate degree in Computer Science or equivalent combination of education and experience.
• Experience: Documented experience providing customer support-centric help desk support.
• Preferred experience:
  • Multi-factor authentication and device trust enterprises such as Cisco DUO.
  • Cybersecurity operations such as Arctic Wolf.
  • Network or application security 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.