Technical Support Analyst

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**Technical 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.

Responsibilities

• 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

Requirements

• 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
  
  

Structure

• Full-time
• Salary starting at \$49,493.17
• We offer a competitive salary commensurate to experience
  
  

Benefits

• 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.*

• Howard Center is proud to be an Equal Opportunity Employer. The
  
  

agency\'s culture and service delivery is strengthened by the diversity

of its workforce. Minorities, people of color, LGBTQIA and persons with

disabilities are encouraged to apply. EOE/TTY. Visit \"About Us\" to

review Howard Center\'s EOE policy.*