Technology Support Analyst I

Come join John W. Danforth Company, one of the largest mechanical contractors in the Northeast! We are an employee-owned company and believe our greatest asset is our people.

We are looking for team members who are passionate about delivering industry-leading experiences to our customers and supplying turn-key solutions for any HVAC, refrigeration, critical environment, custom metal fabrication, energy performance, or specialty mechanical project.

As a Technology Support Analyst I, you will assist with technical support activities, including resolving IT problems, setting up and maintaining equipment, and addressing users' questions and issues. You will actively support IT systems to ensure technology runs smoothly.

Are you interested in working with innovative technology? Do you have a passion for customer service and a desire to improve technical support? If you want to have a significant impact on the company's technological advancements and overall success, this is the opportunity for you.

What We Offer:

• Danforth invests in you and your future with directed employee engagement, team support, career development, and mentoring.
• We are a professional organization offering quality benefits including:
  • Medical, dental, disability, and life insurance
  • 401(k) and ESOP with generous profit-sharing/matching contributions
  • Competitive PTO, holidays, and other financial incentives

What We Ask of You:

• Technical Support: Assist users in troubleshooting and resolving hardware, software, and network connection issues quickly and efficiently.
• Device Management: Assist with setting up, configuring, and maintaining user devices like desktops, laptops, mobile phones, and accessories.
• Ticket Management: Log, track, and resolve service requests and incidents using the organization's ticketing system, ensuring clear communication and timely updates.
• Escalations: Collaborate with the first-line support team to escalate unresolved or complex issues to the Technology Support Lead or other specialized teams.
• Proactive Problem Solving: Identify recurring technical issues and provide recommendations for long-term solutions and improvements.
• End-User Education: Assist with training sessions to help users enhance efficiency and minimize common technical issues.
• Documentation: Update and maintain easy-to-understand guides for common issues, solutions, and IT processes.
• Team Collaboration: Work closely with the Technology Support Lead and other IT staff to enhance service delivery and improve the overall support experience.

Experience & Competencies:

• High school diploma or equivalent is required, and an associate's degree or technical certification is preferred.
• Some experience in technical support is helpful, but we’re open to entry-level candidates who are eager to learn.
• Familiarity with Windows and macOS, as well as Microsoft Office and common software applications, is important.
• Strong customer service skills, with the ability to communicate effectively with end-users of varying technical levels.
• Basic understanding of networking concepts and protocols.
• A strong willingness to adapt to new technologies and work methods is essential.
• Must have the integrity, enthusiasm, and willingness to represent Danforth in the most professional, positive manner.

Danforth offers a competitive benefits package for eligible employees including medical, dental, vision, life, disability, paid time off, 401(k), with company match, and participation in our Employee Stock Ownership Plan (ESOP). The estimated compensation range for this role is $48,000-$50,000. This range is based on several factors, including individual education, qualifications, training, prior work experience, and work location.

John W. Danforth Company is an equal opportunity employer and is committed to a workplace free from discrimination. All employees and applicants for employment will be considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.