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.
Technical Support & Problem Resolution
- 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
Systems Management & Maintenance
- 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
Documentation & Knowledge Sharing
- 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.)
Team Collaboration & Mentorship
- 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
- 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
- 8-hour shift: On-site Monday through Friday
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate computer keyboards, mice, power tools, and handle computer components
- Lifting and transporting moderately heavy objects (computers and peripherals)
- Occasional domestic and international travel may be required
More Info to Seal the Deal:
Burton’s benefits package includes health insurance (medical, dental and vision), life insurance (company paid), flex spending, short- and long-term disability insurance (company paid), great parental benefits, 401k plan with company match, and paid time-off. Other perks include a discounted season pass, free lessons, product discounts, free demo equipment, ride days, casual work environment, and many more…
The hiring range for this role is $48,000-$60,000, depending on relevant experience and/or education, specific skills, function, and available budget. Please note that the range details above reflect the base pay only and does not include any potential bonus and other benefits that we offer.
