On-Site Helpdesk Technician — Growth & Benefits

Eastern; Rochester (NH); 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

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.