Support Technician; L1

SUPPORT TECHNICIAN

Location:

Burlington, VT

We are looking for an enthusiastic, empathetic, personable, self-driven individual undeterred by the challenges that come with working in a small but growing tech company. Day‑to‑day tasks can vary significantly; in the morning, you could be creating user accounts, documenting standard practices, and working with users to set up a new computer; by the afternoon, you could find yourself sifting through event logs and utilizing the command line to investigate why a client's network suddenly began dropping connections.

If you're a people person and unafraid of fluctuating technical challenges, you will thrive!

A successful candidate for this position, above all, will closely reflect the values that we have built this company upon: honesty, integrity, and an ambition to continually improve every aspect of our work.

• 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

As you can see, we are not looking for just anyone. If you are the right person, yet don’t have all the tech foundation (some is definitely still needed), we're happy to train you, guide you, and help you succeed!

• 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.

• 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.

• 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.

• 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