IT Help Desk Technician

IT Help Desk Technician

Term: 1 year contract

Location:

Boston, MA 02116

Pay: $30.00 per hour

Hours:

Mon – Friday 8:00 am – 5:00 pm. On site.

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 as necessary.

• Perform technical customer support to State of Massachusetts client via telephone, chat, and email.
• Provide Tier 1 support including triage and basic troubleshooting; advanced tier 1 with strong interpersonal skills and quick learning ability.
• Support Windows environments and specialized RMV equipment and software.
• Perform call backs as required.
• Identify and coordinate hardware and software requests, offering solutions for customer accounts.
• Experience with hardware deployments—imaging, configuring, workstation set‑ups, and moves.
• Lift up to 50 lbs.
• Act as a subject matter expert across limited subject areas.

• Associate’s degree in a 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.
• Effective soft skills, listening skills, and empathy toward customers.
• Ability to resolve more complex support ticket requests.
• Ability to support new team members.
• Manage call length and handle time effectively.
• Thrives in a fast‑paced, fun work environment.
• Promotes 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 other benefits designed to support well‑being and work‑life balance.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E-Verify.