IT Help Desk Technician: Level 1-2 Support

Zones, LLC; Boston (MA); On-site; USD 60,000 - 68,000; Full time

Benefits offered by this job

Medical coverage

Sick leave

Career development

Job summary

Zones – First Choice for IT is seeking an IT Help Desk Technician for an on-site contract in Boston, MA (02116). The role provides Level 1-2 support to end-users via phone, chat and email, with triage and basic troubleshooting. The candidate should have an associate degree or 3 years in a support center plus strong customer service skills.

The position runs Monday–Friday, 8–5, at a rate of $30/hour. Opportunities exist to grow into higher responsibilities as you handle more complex issues and

Qualifications

• Associate’s degree in computer related field OR 3 years in a customer support environment.
• Ability to learn and become knowledgeable of customer products and services.
• Experience working on a help desk handling tickets preferred.
• Experience troubleshooting desktop hardware and peripherals preferred.
• Proficiency navigating accounts with multiple skill set requirements.
• Demonstrate soft skills, listening and empathy with customers.
• Ability to resolve more complex support tickets over time.
• Ability to mentor new team members.
• Effectively manage call length and handle time.
• Thrive in a fast-paced but fun work environment.
• Promote teamwork and call center success.
• Must have entry to intermediate understanding of Microsoft Outlook 2010, Windows 10/11, web browsers and basic computer terminology.

Responsibilities

• Performing technical customer support via telephone, chat and email.
• Tier 1-2 support including triage and basic troubleshooting; advanced Tier 1 with strong interpersonal skills.
• Support will include standard Windows environments and 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 lbs.
• Acting as a SME across limited subject areas.

Skills

Customer support

Help desk

Interpersonal skills

Learn quickly

Microsoft Outlook

Windows 10/11

Hardware troubleshooting

Phone chat email support

Ticket handling

Education

Associate's degree in computer related field

3 years in customer support or call center

Tools

Windows environments

RMV equipment

Imaging

Workstation setup

Job description

Zones – First Choice for IT is seeking an IT Help Desk Technician for an on-site contract in Boston, MA (02116). The role provides Level 1-2 support to end-users via phone, chat and email, with triage and basic troubleshooting. The candidate should have an associate degree or 3 years in a support center plus strong customer service skills.

The position runs Monday–Friday, 8–5, at a rate of $30/hour. Opportunities exist to grow into higher responsibilities as you handle more complex issues and