IT Support Engineer: Rapid Troubleshooting & Client Training

Zoom Information, Inc.

Waltham, Northern (MA, KY)

Hybrid

USD 51,000 - 80,000

Full time

14 days+

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Job summary

ZoomInfo is seeking a hands-on Help Desk Specialist in Massachusetts to resolve complex desktop, hardware, and web application issues. You’ll handle multiple ticket queues, perform remote sessions, and contribute to knowledge bases.

The ideal candidate has 2–3 years of technical support experience, strong Windows and MacOS expertise, AD and Jamf basics, ITIL familiarity, and solid training skills. This is an on-site role with competitive compensation and benefits.

Qualifications

Bachelor's degree in IT or equivalent experience preferred.
Minimum 2-3 years of progressive technical support experience.
Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics.
Proficiency in multiple remote support platforms and monitoring tools.
Demonstrated ability to train users and create educational materials.
Understanding of ITIL principles and service management practices.
Excellent problem-solving skills with ability to analyze complex technical issues.
Strong interpersonal skills for client relationship management.
Relevant technical certifications preferred.

Responsibilities

Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
Perform advanced troubleshooting for desktop, hardware, and web application issues.
Conduct comprehensive remote support sessions for multi-system technical problems.
Develop and deliver client training on system usage and best practices.
Contribute to knowledge base articles and process documentation improvements.
Proactively identify system issues and coordinate appropriate response measures.
Collaborate with other departments on technical projects and initiatives.
Coverage for support roles during peak periods.
Other duties as assigned. This job description is a summary of the role, not an exhaustive list of duties, and responsibilities may change at the Company's discretion without notice.