IT Support Engineer

ZoomInfo•Waltham, MA

13d•Onsite

About The Position

ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast. 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.

Requirements

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.