Desktop Support Technician

Description

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.

Follow Zones, LLC on Twitter @Zones, and Linked In and Facebook.

Term: 6 Month Contract-to-hire

Location:

100% onsite in Nashville, TN 37203

Pay:
Up to $31.25/hr

Hours:

Day shift - Mon-Friday 8-5pm

What you will do as the Desktop Support Technician:

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.

• Respond and resolve IT related issues over the phone and tickets
• Installation of operating system and user applications
• Troubleshoot hardware and software issues
• Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact
• Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
• Providing additional resources, as needed, during Critical Situations.
• Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.
• Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).
• Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.
• Identifying solutions that minimize the need to Escalate to Deskside Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA).
• Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.).
• Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation.
• Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support

• Need to have 8+ years of experience and knowledge in Troubleshooting software's, printer, projectors, and issues over remote and over call support to customers.
• Experience and knowledge in Troubleshooting laptop, desktop and printer hardware issues.
• Experience in Executive and site support analyze, troubleshoot, and evaluate computer network problems on Wi‑Fi devices and network issues.
• Understanding of End User Remote support, and when necessary, onsite support or dispatch Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.
• Experience in support for installation, troubleshooting and maintenance of software and hardware in the Warehouse centers, Printer, scanners, and other specialized systems
• Proficient understanding of Networking Concepts

Zones offers a comprehensive…