IT Help Desk Technician

Zones, Inc.•Boston, MA

64d•$30 - $30•Onsite

About The Position

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. 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.

Requirements

Associate's 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, 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

Responsibilities

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.