IT Helpdesk Technician

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

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:

Term: 1 year contract – open to renewal

Location: on site in Boston, MA 02116

Pay: $30/hr

Hours: M-F 8-5pm

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 elevate Level 1-2 incidents received as necessary.

What you will 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 via telephone, chat and email
• Tier 1-2 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 3 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 10/11, 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 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.