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. In-person, in Burlington VT, * 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

• 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.