Helpdesk Support Technician

This is a full-time on-site position in Rochester, NH

Family owned and operated for more than 90 years, Eastern is a full-service propane and oil company serving New Hampshire, Maine, Massachusetts, Rhode Island, and Vermont. We are proudly ranked as a gold level status for Veteran friendly employers. We’ve been voted as one of New Hampshire's "Best Places to Work" in the Manchester Radio Group's #bestofthe
603 and we are pleased to offer employment opportunities throughout New England. Joining Eastern means you’re part of a supportive and family focused culture.

• Extensive benefits including 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 – full pay, shorter days
• Wellness reimbursement (gym, exercise classes, and more)
• Additional voluntary benefits

The Helpdesk Support Technician is responsible for providing technical support and outstanding customer service to end users for computer, application, system, device, access, and hardware issues. This position identifies, researches, and resolves technical problems of moderate complexity via telephone, email, and online requests for technical support.

• Provide first line response for 400+ mobile and desktop users requiring assistance with information technology issues and problems.
• Respond to requests for technical assistance via phone, email, and software-as-a-service platform.
• Track issues to resolution, including 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.
• Act as a liaison between end users and technical escalation teams including vendors.
• Provide end user training on various technology platforms.
• Provide a single view to the organization for information technology related problems.
• Participate in the on call rotation to assist users on weekends and after regular business hours.

• Education:
  
  Associate degree in Computer Science or equivalent combination of education and experience.
• Experience:
  
  Documented experience providing customer support-centric help desk support.
• Preferred experience:
  • Multi-factor authentication and device trust enterprises such as Cisco DUO.
  • Cybersecurity operations such as Arctic Wolf.
  • Network or application security support.
• Proficient in 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.