Technology Support Analyst

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

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

Requirements

• 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

Structure

• Full-time
• Salary starting at $49,493.17
• We offer a competitive salary commensurate to experience
• Generous time off starting at 36 days of combined time off per year for full-time employees (and increasing with years of service); pro-rated for positions 16 hours or more
• Comprehensive Health Insurance with 80% agency-paid premium support for individuals, couples, and families (pro-rated for part time). This Point of Service Plan features no deductible.
• Vision Insurance
• Employer 401(k) contributions
• Employer Paid Life, AD&D, Short Term and Long Term Disability insurance
• Medical & Childcare Flexible Spending Account
• Employee Assistance Program
• Employee referral program with financial payment
• Discounted online undergraduate/graduate courses through Champlain College truED
• Award-winning workplace wellness program including physical fitness groups for staff, financial wellness incentives, and ongoing workplace wellness advocacy and education
• Voluntary benefits from local/international businesses: discounted gym memberships, mobile phone service, ski/snowboard passes, auto/home insurance, and more!

Our Values

Clients are at the heart of our decision making. We are committed to individual and collective well-being and success. We are responsible stewards of the resources entrusted to us. We are steadfast in our practice and pursuit of excellence.

Howard Center is proud to be an Equal Opportunity Employer. The agency's culture and service delivery is strengthened by the diversity of its workforce. Minorities, people of color, LGBTQIA and persons with disabilities are encouraged to apply. EOE/TTY. Visit "About Us" to review Howard Center's EOE policy.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.