IT Help Desk Technician

3 Weeks ago • All levels

Job Summary

Job Description

The IT Help Desk Technician will provide Level 1-2 support to customers' end-users. This position involves assisting end-users experiencing IT product and service difficulties. The Service Desk Analyst will troubleshoot, diagnose, and resolve or escalate Level 1-2 incidents. The job duties include performing technical customer support via phone, chat, and email. It also includes support with standard Windows environments, specialized RMV equipment, hardware deployments, and acting as a subject matter expert in limited subject areas.

Must have:

Provide technical customer support via telephone, chat, and email.
Perform Tier 1 support, including basic troubleshooting and triage.
Support standard Windows environments and specialized equipment.
Experience with hardware deployments, setup, and configuration.

Good to have:

Experience working on a help desk/service desk handling tickets preferred
Experience troubleshooting Desktop hardware and associated peripherals preferred

Perks:

Comprehensive Benefits package

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

innovation

networking

problem-solving

team-management

Job Details

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.^TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview: IT Help Desk Technician

Term: 1 year contract

Location: Boston, MA 02116

Pay: $30.00 per hour

Hours: Mon – Friday 8:00 am – 5:00 pm. On site.

The IT Help Desk Technician will provide Level 1-2 support to customer’s end-users. This position will provide customer-friendly assistance to end-users experiencing difficulty using IT products and services. The Service Desk Analyst will troubleshoot, diagnose and resolve or escalate Level 1-2 incidents received as necessary.

What you’ll do as the IT Help Desk Technician

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

Performing technical customer support to our State of Mass client via telephone, chat and email support
Tier 1 support including triage and basic troubleshooting. Technicians should be advanced tier 1 with strong interpersonal skills and ability to learn new concepts quickly
Support will include standard Windows environments and specialized RMV equipment and software
Performing call backs as required
Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
Experience with hardware deployments - imaging, configuring, workstation set-ups and moves.
Ability to lift 50 IBs.
Acting as a subject matter expert (SME) across limited subject areas.

What you will bring to the team:

Associate’s degree in computer related field AND/OR 2 years in a customer support or call center like environment.
Ability to learn and become knowledgeable of customer products and services
Experience working on a help desk/service desk handling tickets preferred
Experience troubleshooting Desktop hardware and associated peripherals preferred
Proficiency in navigating accounts with multiple skill set requirements
Demonstrate effective soft skills, listening skills and ability to empathize with customer’s situation
Ability to eventually resolve more complex support ticket requests
Ability to provide support to new team members
Effectively manage length of calls/handle time
Ability to thrive in a fast-paced but fun work environment.
Promote teamwork and call center success
Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers and basic computer terminology

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.