Responsibilities

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

Position Requirements

Education & Experience

• 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

Technical Skills

• 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)

Professional Skills

• 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

Work Conditions

• 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