Technical Specialist I

Company Overview 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 As a Technical Specialist I, you will be responsible for assisting the Helpdesk Team in the day-to-day operations and performing technical duties. You will be required to log all customer issues, requests, and support activity into a ticketing system. You will also 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. In this role, you will need to follow proper procedure for problem escalation to cross-functional support teams and communicate effectively with team members to resolve customer issues. We will also need you to provide appropriate, timely and accurate communications to management, and be prepared to handle any special and ongoing tasks and projects as assigned. What you will do as the Technical Specialist I 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. Work all tickets assigned to you Communicate efficiently and effectively with customers and team members Assist the manager and Team Leads with projects and other outside work being assigned Resolve incidents within established response times Provide a positive experience for end users interaction with helpdesk team, services, and support products Provide level 1 support using documentation and knowledge base articles Contribute to the development of the team’s knowledge base articles 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 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 excellent customer service skills Problem analysis, problem‑solving, adaptability Good planning and organizing with strong attention to detail Qualified candidates can expect an hourly range of $22.00-$27.00. Zones offers a comprehensive Benefits package 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 to individual state requirements. 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