Helpdesk Support Technician

Eastern; Rochester, Northern (NH, KY); Hybrid; USD 48,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Fuel discounts

Training center

Paid time off

7 holidays

Job summary

Eastern is seeking a Helpdesk Support Technician for an on-site role in Rochester, NH. The position supports 400+ users, handling issues across devices, applications, and network basics while providing excellent customer service.

You’ll respond via phone, email, and SaaS, document the steps taken, escalate when needed, and contribute to training efforts. AAssociate degree and experience in help desk support are preferred.

Qualifications

• 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 applications.
• Knowledge of VLANs, DHCP, DNS, and VPN basics.
• Experience with Android and iOS devices.
• Ability to triage and prioritize IT issues.

Responsibilities

• Provide first line response for 400+ mobile and desktop users requiring assistance with IT issues.
• Respond to requests for technical assistance via phone, email, and a SaaS platform.
• Track issues to resolution and update the knowledgebase.
• Escalate advanced problems to internal support or vendors.
• Update and maintain the company’s SaaS platform.
• Act as liaison between end users and escalation teams including vendors.
• Provide end user training on technology platforms.
• Provide a single view to IT-related problems for the organization.
• Participate in on-call rotation to assist users on weekends and after hours.

Skills

Customer support

Help desk

MS Office

Networking basics

VPN basics

Android/iOS devices

Issue triage

On-call support

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.