Job description

Description 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: 5+ months Location: on site in Richmond, VA Pay: up to $34.00/hr Hours: M-F 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 What you will bring to the team: • 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 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! 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.

Requirements

Must-haves

Term: 5+ months
Location: on site in Richmond, VA
Pay: up to $34.00/hr
Hours: M-F 8-5pm
What you will do as the Desktop Support Technician:
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.

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