Term: 6 months – high probability to concert to perm.
Location: 100% onsite - Boston 02116
Hours: Full-time. Mon-Friday 8-5pm.
Weekly & Hourly pay commensurate with experience + health benefits, PTO, 401k and much more!

IT Help Desk Technician

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 listed 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.

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'll bring to the table:

Associates 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, active 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. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. 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.

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.

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!