Desktop Support Technician

Zones.•Nashville, TN

9d•Onsite

About The Position

Zones LLC is hiring a Desktop Support Technician for an on-site role in Nashville, Tennessee. The position is for a term of six or more months, pays up to $31.25 per hour, and follows a Monday–Friday, 8:00 a.m.–5:00 p.m. schedule. The technician responds to and resolves end-user IT incidents and service requests, provides break/fix support for end-user computing equipment and software, and supports hardware, applications, printers, and specialized warehouse systems. The role also contributes to deskside service procedures, service improvement, staffing coordination, escalation management, and compliance activities. Zones is a global IT solutions provider operating in more than 120 countries. The company describes itself as a Minority Business Enterprise with more than 35 years in business and offers solutions across digital workplace, cloud and data center, networking, security, and managed, professional, and staffing services.

Requirements

At least 8 years of experience and knowledge troubleshooting software, printers, projectors, and issues through remote and phone support for customers.
Experience troubleshooting laptop, desktop, and printer hardware issues.
Experience providing executive and site support.
Ability to analyze, troubleshoot, and evaluate computer network problems involving Wi-Fi devices and network issues.
Understanding of end-user remote support and when onsite support or provider specialists are needed.
Proficient understanding of networking concepts.

Responsibilities

Respond to and resolve IT-related issues by phone and through tickets.
Install operating systems and user applications.
Troubleshoot hardware and software issues, including laptops, desktops, printers, projectors, scanners, and other specialized systems.
Configure, maintain, and troubleshoot laser, thermal, and impact printers.
Develop, document, and maintain deskside operations and administration procedures in the Policies and Procedures Manual.
Provide additional resources as needed during critical situations.
Manage deskside services resources to ensure appropriate staffing levels at each location.
Maintain and provide deskside services escalation contact lists, including contacts for third-party suppliers.
Maintain a continuous improvement program to improve deskside service delivery and reduce escalated incidents.
Identify ways to reduce escalations, such as end-user training, self-help support, self-healing opportunities, automation scripts, and root-cause analysis.
Improve the end-user experience through innovation, including automation scripts, knowledge base articles, and how-to instructions.
Participate in compliance activities, including corporate audits, security risk assessments, and vulnerability remediation.
Manage service requests for desktop and mobile equipment that require local interaction at supported locations.
Prioritize tasks and delegate them when appropriate.
Explain technical issues to technical and nontechnical employees and customers.
Resolve incidents and problems associated with end-user computing equipment and software, and provide break/fix support.
Provide remote end-user support and, when necessary, onsite support or coordinate provider specialists to resolve incidents and meet service levels.
Support the installation, troubleshooting, and maintenance of software and hardware in warehouse centers.