Support Technician (L1)

Summary

Open Approach, Inc. is a client-focused IT services company based in Burlington, Vermont. They are seeking a Support Technician who will handle a variety of technical issues and provide support to end users in both Windows and Mac OS X environments.

Responsibilities

• Collaborate with coworkers, vendors, and work directly with End Users via phone, email, and (occasionally) onsite visits to solve a wide variety of technical issues in Windows and Mac OS X environments
• Work with clients to upgrade, optimize, and troubleshoot business applications
• Configure user accounts in Active Directory, Office 365, and various applications
• Build upon and write new, internal, and client-facing documentation
• Be willing to take ownership of an issue, seeing it through from beginning to end

Skills

• Must be flexible with on-duty hours, as some maintenance activities take place during evenings and/or weekends. There is an On-call rotation
• Excellent written and verbal skills are absolutely imperative (previous customer service experience is a plus)
• Have a good base foundation of tech
• The ability to communicate effectively both verbally and in writing
• An empathetic disposition
• Deep technical aptitude and interest
• Basic level of organization
• Natural curiosity
• A 'self-starting' level of motivation and initiative
• A sense of humor
• Patience
• Experience working in Windows and/or Mac OS X operating systems
• Basic understanding of how a client/server network functions
• Basic understanding of printers and print management

Qualifications

Must Haves

• Must be flexible with on-duty hours, as some maintenance activities take place during evenings and/or weekends. There is an On-call rotation
• Excellent written and verbal skills are absolutely imperative (previous customer service experience is a plus)
• Have a good base foundation of tech
• The ability to communicate effectively both verbally and in writing
• An empathetic disposition
• Deep technical aptitude and interest
• Basic level of organization
• Natural curiosity
• A 'self-starting' level of motivation and initiative
• A sense of humor
• Patience

Nice to Haves

• Experience working in Windows and/or Mac OS X operating systems
• Basic understanding of how a client/server network functions
• Basic understanding of printers and print management

Benefits

• Health, dental, and vision coverage with generous employer contributions
• Company-sponsored Life, STD/LTD Disability, and Workers’ Compensation
• 401(k) with 4% match starting day one
• Generous PTO (starting at 16 days, plus paid holidays)
• Fully paid parental leave
• Smartphone stipend for on-call rotation
• Weekly company lunches, coffee, snacks, and a pet-friendly office