IT Help Desk Technician

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end‑to‑end service offerings, there’s really only one:
Zones – First Choice for IT. 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.

Job Title: IT Help Desk Technician |
Term: 1‑year contract |
Location: Boston, MA 02116 |
Pay: $30.00 per hour |
Hours: Monday – Friday, 8:00 am – 5:00 pm (On‑site)

The IT Help Desk Technician will provide Level 1–2 support to customer end‑users. This position will offer customer‑friendly assistance to end‑users experiencing difficulty using IT products and services. The Service Desk Analyst will troubleshoot, diagnose, and resolve or elevate Level 1–2 incidents as necessary.

• Performing technical customer support to our State of Mass client via telephone, chat, and email.
• Tier 1 support including triage and basic troubleshooting. Technicians should be advanced Tier 1 with strong interpersonal skills and the 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 coordinating hardware and software requests, offering solutions for customer accounts.
• Experience with hardware deployments – imaging, configuring workstations and moves.
• Ability to lift 50 lbs.
• Acting as a subject matter expert (SME) across limited subject areas.

• Associate’s degree in a computer‑related field and/or 2 years in a customer support or call‑center environment.
• Ability to learn and become knowledgeable of customer products and services.
• Experience working in a help‑desk/service‑desk handling tickets preferred.
• Experience troubleshooting desktop hardware and associated peripherals preferred.
• Proficiency in navigating accounts with multiple skill sets.
• Demonstrated effective soft skills, listening skills, and ability to empathize with customers.
• 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.
• Entry to intermediate understanding of Microsoft Outlook 2010, Windows 10, various web browsers, and basic computer terminology.

Zones offers a comprehensive benefits package that includes medical coverage, state‑mandated sick leave, and additional benefits designed to support your well‑being and work‑life balance.

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 disability. Zones participates in E‑Verify.