Support Technician (L1)

Job Description

Job Description

SUPPORT TECHNICIAN
Location: Burlington, VT  

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. From the very first interaction to ongoing evolution, we aim to provide seamless experiences grounded in understanding, integrity, and practical solutions. We believe in making thoughtful, informed decisions and creating a lasting impact instead of quick fixes. This translates into long-term relationships with our clients that are rewarding on many levels. 

At our core, we value equity, humility, excellence, accountability, innovation, and openness. These guide everything we do, from how we collaborate internally to how we support clients through complex technical challenges. 

We are continually refining our team, enhancing our capabilities, and investing in talent to drive forward meaningful change. We embrace candid feedback, own our outcomes, and strive to improve every day. If that sounds like the kind of company you want to grow with, we would love to hear from you. 

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. 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.

While we seek applicants who have studied computer science of one sort or another, we are primarily interested in a range of qualities and aptitudes that we know shape the right person for this position.

Specifically, these attributes of interest would include aspects such as:

• 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!

THE SPECIFICS OF THE JOB

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. 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.
  

Helpful Skills  

• 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.

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 

HOW NOT TO APPLY 

• Forget to write a good cover letter, so that we have no way of knowing how articulate you really are 

• Include a lot of grammatical and structural errors in your letter and resume 

• Hide your personality so we can’t tell a thing about you, other than that you are highly efficient in Microsoft Word 

Thank you for your interest, and best of luck in your search for work. 

Learn more about us at