Support Technician (L1)

Who We Are

Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver exceptional managed technology and phenomenal client support to organizations across New England and beyond. Our focus is on long-term partnerships built on trust, transparency, and shared success, not sales quotas. We earn our clients' business every month by staying relentlessly focused on their success.

The Ideal Candidate

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 in an attempt to find out why a client's network suddenly began dropping connections.

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.

Job Requirements

• Must be flexible with on-duty hours, as some maintenance activities take place during evenings and/or weekends.
• An excellent written and verbal skills are absolutely imperative (previous customer service experience is a plus).

Helpful Skills

• Experience working in Windows and/or Mac OS X operating systems.
• A basic understanding of how a client/server network functions.
• A 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.