Center Technician

Burton HQ, 180 Queen City Park Rd, Burlington, Vermont, United States of America

As a global leader in snowboarding, we’re committed to diversity, equity, and inclusion for the long‑term health of our company, sport, and community. Through these efforts, we aim to make snowboarding and the outdoors accessible to all.

The Breakdown:

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.

• 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
• 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

• College degree in a computer‑related field and/or three years equivalent work experience as a Help Center…