Help Center Technician II

Burton; Burlington (VT); Hybrid; USD 56,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Company match 401k

Paid time off

Relocation assistance

Discounted season pass

Free lessons

Product discounts

Job summary

Kamin Science Center is seeking a Help Center Technician to ensure proper computer operation so end users can accomplish business tasks. This on-site role involves hands-on desktop support, diagnosing issues, and resolving tickets with first- and second-level assistance to maintain smooth operations.

Responsibilities include fielding requests via multiple channels, setting up software/hardware, and developing documentation for end users.

Qualifications

• College degree or 3 years' equivalent help desk experience.
• Advanced hardware knowledge and standard OS familiarity.
• Experience with Windows 10/11 and macOS.
• Proficient with Zoom, Sophos, VPN, and Office 365.
• Strong communication, documentation, and customer-service skills.

Responsibilities

• Independently field incoming help requests from end users via phone, email, ticketing system, and in-person in a courteous manner.
• Build rapport and elicit problem details from employees.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware, backups, and configuring systems.

Skills

Customer service

Communication

Teamwork

Analytical thinking

Problem solving

Documentation

Technical troubleshooting

Windows/macOS familiarity

Education

College degree in a computer-related field

3+ years Help Center Technician experience

Tools

Sophos

Mosyle

Zoom

VPN

Office 365

Job description

The Help Center Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands‑on help at the desktop level. The second level of support focuses on major issues or challenges that could not be solved by the first level. This level requires in-depth training or experience in technical support and troubleshooting.

During their workday, second-level technicians generally review tickets sent by the first level of support to identify major technical challenges and review potential solutions. They will learn more specific details about the issue and work through different troubleshooting techniques. If they do not have the ability to solve the problem, they will work with higher levels of support to find a resolution.

Responsibilities

• Independently field incoming help requests from end users via soft phone, email, ticketing system, and in-person in a courteous manner.
• Build rapport and elicit problem details from employees.
• Efficient with managing Sophos, connect with troubled computers to make sure the machine is talking with central dashboard.
• Efficient in setting up Zoom poly systems in the company and managing them through zoom with latest updates.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware/software, peripherals, and networked products.
• Efficient with computer upgrades for employees/be the second eye after a computer is complete.
• Assist with imaging and set‑up of new computers and peripherals for employees.
• Develop help sheets and frequently asked questions lists for end users.
• Create and maintain technical documentation.
• Become the expert on applications (Sophos, Mosyle)
• Aid level 1 tech and provide shadowing time when working on an issue.
• Efficient with setting up Access points.
• Setting up Switches and coordinating calls to get them set‑up in different locations.

Position Requirements

• College degree in a computer‑related field and/or three years equivalent work experience as a Help Center Technician and two years experience in a Customer Service role
• Advanced knowledge of basic computer hardware, including motherboards, processors, storage, memory, graphics, etc.
• Experience with desktop and server operating systems, including Windows 10, Windows 11, and MacOS
• Application support experience with Microsoft Office 365, Zoom, Sophos, VPN
• Working knowledge of a range of diagnostic utilities, including native Windows and Mac tools and system restores along with malware removal
• Working knowledge of standard networking protocols, such as TCP/IP
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment.

Work Conditions

• Sitting for extended periods of time.
• 8‑hour shift: On‑site Monday through Friday
• Occasional domestic and international travel may be required
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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 $56,000-$65,000, 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. This is an on‑site role, based in Burlington, VT and will be required to be on‑site at Burlington HQ 5 days per week We will offer relocation assistance to move to Vermont to any candidate who is hired.