Support Technician (L1) at Open Approach, Inc. in Burlington, VT

Summary: Open Approach, Inc. is a values-driven IT services company based in Burlington, Vermont, focused on delivering exceptional managed technology and client support. The Support Technician will collaborate with coworkers and end users to solve a variety of technical issues, manage user accounts, and document processes. 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 Required Qualifications: - Minimum experience: Entry-level - 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 - 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 Preferred Qualifications: - 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 Required Skills: Windows, Mac OS X, Active Directory, Office 365, Client/server networking, Printer management, Empathy, Patience 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