On-Site Help Desk Technician II; Burlington

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…