Service Desk Analyst - Zones

Description

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.

---

Term:  6 months – high probability to extend long-term.
Location: 100% onsite - Boston 02116
Hours:  Full-time.  The Service Desk operates Monday – Friday between 7:00am and 7:00pm and Saturday between 9:00am and 4:00pm.  Staff will be required to work different shifts in order to optimize coverage across business hours.
Weekly & Hourly pay commensurate with experience + health benefits, PTO, 401k and much more!

**Candidates must be able to show proof of covid vaccination during onboarding and clear an extensive background check with the State of Massachusetts.

SERVICE DESK ANALYST

The Service Desk Analyst 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.  

Key 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
• Acting as a subject matter expert (SME) across limited subject areas.

We are seeking candidates with the following qualifications and skills:

Education, Certifications, & Technology Requirements:

• Associates Degree in computer related field AND/OR 2 years in a customer support or call center like environment. 

Who You Are:

• 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!