IT Helpdesk Specialist Job at Zones, LLC in Town of Clifton Park

Company Overview

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. 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, Zones partners with 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.

Position Overview

As an IT Helpdesk Specialist, you will be responsible for assisting the Helpdesk Team in day-to-day operations and performing technical duties. You will log all customer issues, requests, and support activity into a ticketing system, manage ticket queues and the team mailbox as part of rotating assignments, and prioritize workload to meet incident and request deadlines. You will follow proper procedures for problem escalation to cross-functional support teams and communicate effectively with team members to resolve customer issues. You will provide appropriate, timely, and accurate communications to management and handle special and ongoing tasks and projects as assigned.

What you’ll do as the IT Helpdesk Specialist

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 duties and responsibilities, and duties and responsibilities may change without notice.

• Be a Team Member of ZTAC to follow Company and Department policies and procedures
• Be logged into the phone systems and ticketing system
• Answer the Phone, Chat and Email queues
• Attend all daily, weekly and monthly Team and Leadership meetings
• Work all tickets sent to you by team members
• Work all technical issues from the business in the US assigned to you
• Work with the Team Leads in our supported Region
• Display a positive attitude and maintain a professional work ethic
• Communicate efficiently and effectively with customers and team members
• Assist the manager and Team Leads with projects and other outside work
• Work and troubleshoot incidents and requests as a team member
• Collaborate with other Team Leads in our department in different regions
• Log all customers’ issues into the ticketing system and track incidents and requests through to resolution
• Resolve incidents within established response times
• Provide a positive experience for end users interacting with the helpdesk, services, and support products
• Provide Level 1 and 2 support using documentation and knowledge base articles
• Contribute to the development of the team’s knowledge base articles
• Attend bridge meetings for outage notifications

What you will bring to the team

• Bachelor’s degree preferred, or equivalent experience
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment including Windows and Apple hardware
• Knowledge and experience of customer service practices
• Strong oral and written communication skills
• Active Directory support
• Microsoft Office applications (O365, Teams) support experience in a corporate environment
• Mobile Device support experience including use of Intune, JAMF, SCCM, or other tools
• Team player with an excellent customer service orientation
• Problem analysis, problem-solving, adaptability
• Good planning and organizing with strong attention to detail and a good tolerance for stressful situations and tight deadlines

Qualified candidates can expect a salary range of $22.00-25.00

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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 team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance with individual state requirements.

At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. 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 diverse. 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!

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.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.