Desktop Support Technician

Talentify; Richmond (VA); On-site; USD 28,000 - 47,000; Full time

Benefits offered by this job

Medical coverage

State-mandated sick leave

Job summary

Zones is seeking a Desktop Support Technician for an on-site role in Richmond, VA. This contract position runs for 5+ months with hours 8-5, Monday to Friday, paying up to $34 per hour.

Ideal candidates have 8+ years in IT support, strong troubleshooting skills for printers, projectors, laptops, and networks, and experience with deskside services and remote support. Join a team focused on continuous improvement and reliable end-user support.

Qualifications

• 8+ years of experience troubleshooting software, printers, and projectors.
• Experience repairing laptop and desktop hardware.
• Experience in executive/site support and remote/onsite dispatch.
• Proficient understanding of networking concepts.

Responsibilities

• Respond and resolve IT issues via phone and tickets.
• Install operating system and user applications.
• Troubleshoot hardware and software issues.
• Configure printers and devices of all types.
• Develop and maintain deskside operations procedures.
• Provide resources during critical situations.
• Manage Deskside Services staffing levels across locations.
• Maintain escalation contact lists (including third-party suppliers).
• Drive continuous improvement to reduce escalations.
• Identify solutions to minimize escalations (training, self-help, automation).
• Provide ongoing improvement for end-user experience (knowledge articles, how-tos).
• Participate in compliance activities (audit, risk assessment, remediation).
• Handle service requests at supported locations.
• Prioritize tasks and delegate when appropriate.
• Explain technical issues to technical and nontechnical users.
• Resolve incidents and problems with EUC equipment and software.

Skills

Troubleshooting

Printer support

Laptop repair

Networking concepts

Remote support

Deskside support

Job description

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, thereu2019s really only one: Zones u2013 First Choice for IT.TMu00A0

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:

Term: 5+ months

Location: on site in Richmond, VA

Pay: up to $34.00/hr

Hours: M-F 8-5pm

What you will do as the Desktop Support 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.

• Respond and resolve IT related issues over the phone and tickets
• Installation of operating system and user applications
• Troubleshoot hardware and software issues
• Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact
• Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
• Providing additional resources, as needed, during Critical Situations.
• Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.
• Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).
• Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.
• Identifying solutions that minimize the need to Escalate to Deskside Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA).
• Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.).
• Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation.
• Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support

What you will bring to the team:

• Need to have 8+ years of experience and knowledge in Troubleshooting software's, printer, projectors, and issues over remote and over call support to customers.
• Experience and knowledge in Troubleshooting laptop, desktop and printer hardware issues.
• Experience in Executive and site support analyze, troubleshoot, and evaluate computer network problems on Wi-Fi devices and network issues.
• Understanding of End User Remote support, and when necessary, onsite support or dispatch Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.
• Experience in support for installation, troubleshooting and maintenance of software and hardware in the Warehouse centers, Printer, scanners, and other specialized systems
• Proficient understanding of Networking Concepts

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 and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

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.