L2 Desktop Support

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.

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

Term: 9+ months

Location: on- site in Portland, OR

Pay: up to $28.50/hr

Hours: M-F Regular Business

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.

• Deskside / Desktop / End User Computer support in a corporate environment
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support.
• Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Ability to categorize and prioritize end user support requests and service requests by utilizing the Service Now ticketing system to track tickets and provide up-to-date status and information.
• Ability to research and follow appropriate KB articles.
• Strong Microsoft Office 365 skills (Outlook, Word, and Excel, PowerPoint)
• Maintain system configurations and KB documentation; providing updates to articles as needed.
• IMAC Support - IT equipment Install/Move/Add/Change/Decommission
• Smart Hands supports networking, server, and telecommunications technologies.
• Printer and peripheral device support
• Physical Inventory management of IT assets including asset auditing.
• Provide Executive VIP support as needed.
• Support additional corporate and retail locations as needed.
• Reimaging computers/hard drives in accordance with customer standards
• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Train and orient staff on use of hardware and software.
• Performs other duties as assigned.

• Bachelor’s degree from an accredited higher‑education institution and/or seven years relevant experience.
• Strong knowledge and experience with Windows and Mac OS X operating systems
• Good understanding of Network Infrastructure
• Understanding of network, systems and configurations
• ITIL Foundation Certification
• A+ certification plus one, preferably two, of the following certifications:
• N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT);
• Must be a team player, possess strong communication skill, and possess a strong customer‑centered philosophy.
• At least 3 years of experience in desktop support and field services role
• Dell Certified Technician for ordering parts through OEM and parts replacement
• Strong Apple ISO and mobile support (MDM Support)
• Broad understanding of Mac OS Management tools especially JAMF Product Suite
• Experience in operating system deployment (SCCM and macOS 10.15 or later)
• Need to work from office all 5 days a week with a couple of exceptions.

While we’re committed to providing top‑tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical…