The Role
Provides Tier 2 escalation support for hardware, software, access, permissions, and integrated systems. Maintains an onsite Tech Bar, supports users in person, manages equipment shipping and receiving, reconciles assets, maintains knowledge documentation, and coordinates with internal technology teams. The role requires troubleshooting across Windows, macOS, Microsoft 365, email clients, peripherals, security tools, and ticketing systems.
Summary Generated by Built In
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.TM
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 LinkedIn and Facebook.
Position Overview:
Term: 3 weeks
Location: Dallas, TX
Pay: up to $33.65/hour, commensurate with experience
Hours: Monday – Friday 8-5 pm local time.
What you'll do as the Help Desk Analyst II
The requirements listed 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.
- Be the first point of escalation for tickets from the Tier 1 team
- Maintain the onsite Tech Bar hub
- Provide in-person support of user issues and escalations to the team as needed
- Troubleshoot hardware, software, and access/permissions issues
- Troubleshoot issues with integrated systems
- Manage shipping and receiving equipment to/from remote Workers
- Provide asset management and reconciliation services
- Establish relationships with all internal Technology Teams to transition additional tasks as needed
- Continue maintenance of the knowledge transfer documents
What you'll bring to the table:
- Minimum of Associates Degree preferred in computer/IT related field and 2+ years experience in a technical support role.
- Self-discipline. Must be self-disciplined and be able to prioritize tasks in order to meet deadlines, deliver solutions by the promised date, and stick to a task until it’s finished.
- Excellent problem-solving skills. Must be an excellent problem solver, able to see a problem through until its resolution. Candidate must be willing to work until the solution is satisfactory and the customer is happy.
- Attention to detail. Must have great attention to detail to be able to detect tiny miscalculations and errors. Needs to be patient enough to go through every detail to detect the source of any glitch.
- Great communication skills. Must have great listening skills as well as the ability to explain technical concepts to customers that are not technical.
- Passion for technology. Should always stay up to date on the latest tech developments.
- Ability to configure and troubleshoot email clients such as Microsoft Outlook.
- In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, and associated peripherals.
- In depth knowledge of the Microsoft O365 suite of applications * - Word, Excel, PowerPoint, Outlook, etc.
- Experience with ticketing software
- Familiar with EDR/anti-virus/ Malware protection management.
- Google Workspace awareness/experience preferred
- Google Meet experience preferred
- Logitech knowledge preferred but not required
#LI-TB1
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. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And 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 just as diverse.
At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. 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!
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 coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And 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 just as diverse.
At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. 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 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. 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.
Skills Required
- Associate degree in a computer or information technology-related field
- At least 2 years of experience in a technical support role
- Self-discipline and ability to prioritize tasks, meet deadlines, and complete assignments
- Excellent problem-solving skills and ability to resolve issues through completion
- Strong attention to detail
- Strong communication and listening skills, including explaining technical concepts to nontechnical customers
- Ability to configure and troubleshoot email clients such as Microsoft Outlook
- In-depth knowledge of Microsoft Windows, macOS, hardware, software, and peripherals
- In-depth knowledge of Microsoft 365 applications, including Word, Excel, PowerPoint, and Outlook
- Experience with ticketing software
- Familiarity with EDR, antivirus, and malware protection management
- Google Workspace awareness or experience
- Google Meet experience
- Logitech knowledge
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The Company
What We Do
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.
