Helpdesk Support Technician

Description

Position at Zones

About Zones 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.

General Purpose

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and provide escalation support to helpdesk techs.

Main Job Duties And Responsibilities
• assist the helpdesk in answering incoming calls to provide first call resolution
• provide escalation support to helpdesk techs.
• respond to requests for technical assistance in person, phone, chat, or email
• diagnose and resolve technical hardware and software issues
• Installing, configuring, monitoring, and maintaining computer systems.
• work projects provided by helpdesk manager
• research questions using available information resources
• provide deskside support for all customers
• provide remote support for all customers
• follow standard help desk procedures
• log all help desk interactions
• follow up with customers and users to ensure complete resolution of issues
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• resolve technical problems with Azure, Office O365, Intunes, SCCM
• inform management of recurring problems
• stay current with system information, changes, and updates
• scan and clean up computers from viruses

Zones Offers a Comprehensive Benefits Package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more.

At Zones, work is more than a job – it's an exciting career immersed in an inventive, 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