Helpdesk Support Technician

The Helpdesk Support Technician provides first-line technical support and customer service to end users, helping resolve moderate-complexity issues related to computers, applications, systems, devices, access, and hardware. This role supports users through phone, email, and online requests, and escalates advanced cases to the appropriate internal teams or external vendors.

Location and Work Setup

Rochester, NH (onsite).

Education

Associate degree in Computer Science (or equivalent combination of education and experience).

Responsibilities

• Provide first-line support for 400+ mobile and desktop users needing assistance with information technology issues and problems.
• Respond to technical assistance requests via phone, email, and a software-as-a-service platform.
• Track issues through resolution by updating the internal knowledgebase and communicating findings with relevant stakeholders.
• Escalate advanced problems to the appropriate internal support personnel or external vendors.
• Update and maintain Eastern’s software-as-a-service platform.
• Serve as a liaison between end users and technical escalation teams, including vendors.
• Provide end user training on various technology platforms.
• Maintain a single view for the organization regarding information technology related problems.
• Participate in an on call rotation to assist users on weekends and after regular business hours.

Requirements

• Education: Associate degree in Computer Science or equivalent combination of education and experience.
• Documented experience providing customer support-centric help desk support.
• Proficiency in the MS Office platform.
• Knowledge of network basics including VLANs, DHCP, and DNS.
• Knowledge of VPN basics.
• Knowledge of Android and iOS mobile devices, including tablets.
• Ability to triage and prioritize issues needing resolution.

Preferred Experience

• Multi-factor authentication and device trust enterprises such as Cisco DUO.
• Cybersecurity operations such as Arctic Wolf.
• Network or application security support.

Technologies

• MS Office
• Cisco DUO
• Arctic Wolf
• VLANs
• DHCP
• DNS
• VPN
• Android
• iOS
• Tablets
• Software-as-a-service platform

Benefits

• 100% paid insurance options
• Matched 401(k) options
• Employee & family fuel discounts for your home
• State of the art Training Center
• 3.5 weeks paid time off + 7 paid holidays
• Veteran’s Day paid holiday for active military and veterans
• Opportunity for growth
• Complimentary coffee, snacks, and Thanksgiving turkey
• Shortened summer hours with full pay and shorter days
• Wellness reimbursement (gym, exercise classes, and more)
• Tuition reimbursement
• Additional voluntary benefits
• Pet insurance