Deskside Support Technician (L2)

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 . Position Overview Term: 9+ months Location: Indianapolis, IN Pay: $30.75 Hours: normal business hours The Deskside Support Technician (L2) acts as a senior technical resource providing advanced troubleshooting, ensuring operational stability, and leading onsite support teams across distribution center environments. Aligned with enterprise desktop engineering standards, ensuring adherence to modern endpoint management, security, and support practices, while driving clarity in role expectations, technology stack, and responsibilities to enhance hiring effectiveness and attract high-quality enterprise talent. What you will do as the Deskside Support Technician (L2) 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. Handle complex and escalated incidents (P1/P2) and ensure timely resolution Perform advanced troubleshooting across OS, hardware, applications, and network Act as first-level escalation point for L1 engineers Guide and mentor team members; manage workload and ticket prioritization Ensure adherence to SLA, MTTR, and MTTA targets Drive root cause analysis (RCA) and preventive actions Maintain ticket quality, documentation, and audit compliance Weekly / Monthly / Quarterly Reporting Support endpoint lifecycle: deployment, patching, and upgrades Manage RF devices, Zebra printers, and warehouse technologies Coordinate with vendors and stakeholders for issue resolution Shift Roster management Act as a shift Lead Windows 10/11 Enterprise, macOS Microsoft Intune, SCCM/MECM, Autopilot, SOTI Active Directory, Azure AD (Entra ID) MDM (Mobile Device Management) Intune ServiceNow ITSM TCP/IP, DNS, DHCP, VPN (Cisco AnyConnect) Microsoft 365 (Outlook, Teams, OneDrive) RF Devices, Zebra printers, WMS support Endpoint security tools (Defender, BitLocker) What you will bring to the team 4+ years of IT support experience Strong troubleshooting and analytical skills Hands‑on experience with Intune/SCCM, SOTI Experience handling escalations and major incidents Strong communication and stakeholder management skills Experience in warehouse/logistics environments Prior Lead or shift lead experience Exposure to vendor coordination and SLA governance

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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. 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. #J-18808-Ljbffr Zones IT Solutions