Tech Support Analyst II — Growth in End‑User IT Support

Addison Group; Burlington (VT); On-site; USD 62,400 - 68,400; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Addison Group in Burlington, VT is seeking a Technology Support Analyst II to join our IT team. This role focuses on diagnosing and resolving hardware, software, and network issues for end-users while maintaining excellent service.

You will manage end-user devices, log and track requests, escalate where needed, and help document solutions. The position offers growth opportunities and a supportive work environment.

Qualifications

• Minimum 2 years in technical support roles.
• Hands-on hardware and software troubleshooting.
• Familiar with Windows and macOS and Office.
• Certifications such as CompTIA A+ or similar desirable.
• Strong customer service and communication skills.

Responsibilities

• Diagnose and resolve hardware, software, and network issues for end-users.
• Set up and maintain end-user devices.
• Log and track service requests using the ticketing system.
• Escalate complex issues to leads.
• Identify recurring problems and propose long-term solutions.
• Provide end-user training to increase efficiency.
• Create and update IT documentation.
• Collaborate with IT staff to improve service delivery.

Skills

Customer service

Communication

End-user support

Education

High school diploma or equivalent

Associate's degree or technical certification preferred

Tools

Ticketing system

Windows/macOS

Job description

Addison Group in Burlington, VT is seeking a Technology Support Analyst II to join our IT team. This role focuses on diagnosing and resolving hardware, software, and network issues for end-users while maintaining excellent service.

You will manage end-user devices, log and track requests, escalate where needed, and help document solutions. The position offers growth opportunities and a supportive work environment.