Zones, Inc is hiring: IT Helpdesk Specialist in Town of Clifton Park

Overview

Company Overview: Zones – First Choice for IT. Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Zones is a Minority Business Enterprise (MBE) in business for over 35 years, specializing 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, and aims to build digital infrastructures that change the way business does business, ensuring whatever they need, they can Consider IT Done.

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. You will be responsible for the ticket queues and team mailbox as part of rotating team assignments, as well as manage your workload to meet incident and request deadlines. You will follow proper procedure 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 be prepared to handle any special and ongoing tasks and projects as assigned.

What youu2019ll 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 the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Expectations are to be a Team Member of ZTAC to follow Company and Department policies and procedures
• Must be logged into the Phones 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 issue from the business in the US assigned to you
• Work with the Team Leads in our supported Region
• Must display a positive attitude and have 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 being assigned
• Work and troubleshoot incidents and requests as a team member
• Collaborate with other Team Leads in our department in different regions
• Logs all customers’ issues into the ticketing system and track all incidents and requests through to resolution
• Resolve incidents within established response times
• Provide a positive experience for end users interaction with helpdesk team, 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 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. Zones is an Equal Employment Opportunity Employer and an Equal Opportunity/Affirmative Action employer. 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 eligibility to work in the United States.