Technology Support Analyst

Provide timely front-line technology support to all Agency staff including coordination, diagnosis, and troubleshooting of incoming employee calls and HelpDesk requests. Perform user administration functions for new hires, staff changes, and terminations., * 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; escalate 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

Do you have experience in Windows?, * 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

Pulled from the full job description

• Referral program
• AD&D insurance
• 401(k)
• Vision insurance
• Dental insurance
• Flexible spending account
• Gym membership, 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.
• Two Dental options
• Vision Insurance
• Employer 401(k) contributions
• Employer Paid Life, AD&D, Short Term and Long Term Disability insurance
• Medical & Childcare Flexible Spending Account
• Childcare Stipend
• 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.