Help Center Technician

Burton•Burlington, VT

1d•Onsite

About The Position

The Help Center Technician plays a vital role as both a technical expert and customer service professional, serving as the backbone of our IT support operations. This position is dedicated to ensuring seamless technology experiences for all end users by resolving complex technical issues, providing exceptional customer service, and maintaining the reliability of our IT infrastructure. You'll be the go-to resource for challenging technical problems that require advanced troubleshooting skills and in-depth system knowledge. Your day will balance hands-on technical work with meaningful customer interactions, building rapport with end users, understanding their needs, and translating complex technical solutions into clear, user-friendly guidance. You'll use diagnostic tools, ticketing systems, and your expertise to resolve issues efficiently while maintaining a courteous, service-oriented approach. Beyond individual problem-solving, you'll serve as a mentor to Level I technicians, contribute to knowledge base development, and help identify patterns that prevent future issues. This role requires someone who thrives in a collaborative environment, excels at both technical troubleshooting and interpersonal communication, and is passionate about empowering users through technology support.

Requirements

College degree in a computer-related field and/or three years equivalent work experience as a Help Center Technician
Minimum two years experience in a customer service role
Advanced knowledge of computer hardware components (motherboards, processors, storage, memory, graphics, etc.)
Experience with desktop and server operating systems (Windows 10, Windows 11, MacOS)
Application support experience with Microsoft Office 365, Zoom, Sophos, VPN
Working knowledge of diagnostic utilities, including native Windows and Mac tools, system restores, and malware removal
Working knowledge of standard networking protocols (TCP/IP)
Exceptional written and oral communication skills
Outstanding interpersonal skills with emphasis on rapport-building, active listening, and effective questioning
Strong documentation and technical writing abilities
Proven analytical and problem-solving capabilities
Ability to present technical concepts in user-friendly, accessible language
Excellent research skills for investigating diverse computing issues
Ability to absorb and retain technical information quickly
Highly self-motivated with keen attention to detail
Exceptional customer service orientation with patience and empathy
Strong ability to prioritize and execute tasks effectively in high-pressure situations
Proven success in team-oriented, collaborative environments

Responsibilities

Independently field incoming help requests from end users via phone, email, ticketing system, and in-person while maintaining a courteous, professional demeanor
Build rapport and elicit problem details from employees through active listening and thoughtful questioning
Handle escalated tickets from Level I support, applying advanced troubleshooting techniques to resolve major technical challenges
Apply diagnostic utilities and leverage knowledge bases, FAQs, and online resources to efficiently resolve issues
Perform hands-on fixes at the desktop level, including software installation/upgrades, hardware implementation, file backups, and system/application configuration
Test and verify all fixes to ensure complete problem resolution, followed by post-resolution follow-ups
Manage and troubleshoot Sophos antivirus systems, including training users and remotely connecting to computers for central management
Configure and manage Zoom Poly systems company-wide, ensuring systems stay current with latest updates
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware/software, peripherals, and networked products
Set up and configure network access points and switches, coordinating with vendors for multi-location deployments
Perform preventative maintenance on workstations, printers, and peripherals
Perform computer upgrades for employee deployment
Assist with imaging and setup of new computers and peripherals
Manage device compliance policies for endpoints through Microsoft Intune
Create and maintain comprehensive technical documentation
Develop help sheets and FAQ resources for end users
Evaluate documented resolutions and analyze trends to prevent future problems
Become a subject matter expert on key applications (Sophos, Mosyle, etc.)
Mentor Level I technicians by providing shadowing opportunities and guidance on complex issues
Collaborate with higher-level support teams when issues exceed Level II scope
Contribute to a team-oriented, collaborative support environment