Tech Support Analyst - Growth & Comprehensive Benefits

Howard Center; Burlington (VT); On-site; USD 45,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

401(k)

Life and disability insurance

Flexible Spending Account

Employee referral program

Champlain College truED

Wellness program

Job summary

Howard Center in Burlington, VT is seeking a full-time IT Help Desk Technician to support agency hardware, software and tools for staff. You will diagnose and resolve issues, document procedures, and escalate when necessary.

Responsibilities include ticketing, vendor coordination, and delivering friendly, customer-focused service while maintaining internal guidelines and contributing to knowledge bases. Two years of IT support experience preferred.

Qualifications

• 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; escalated 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.

Skills

Helpdesk experience

Windows AD

Office 365

Customer service

Networking basics

Job description

Howard Center in Burlington, VT is seeking a full-time IT Help Desk Technician to support agency hardware, software and tools for staff. You will diagnose and resolve issues, document procedures, and escalate when necessary.

Responsibilities include ticketing, vendor coordination, and delivering friendly, customer-focused service while maintaining internal guidelines and contributing to knowledge bases. Two years of IT support experience preferred.