Service Desk Technician

Service Desk TechnicianThe Service Desk Technician will perform remote diagnostics with key customers to determine root cause and resolve enterprise system issues. They will remotely troubleshoot hardware and firmware, install system software and run diagnostics. As the first support contact with our customers, they will represent ZT and be responsible for ensuring an excellent customer experience.ResponsibilitiesShift: Tuesday - Saturday OR Sunday - Thursday OR Monday - FridayRemote troubleshootingExperience in reading and interpreting enterprise log filesBIOS and Flash ROM updatesInstallation of new application softwareProduce detailed test and failure analysis reportsSupport other teams within the engineering department as neededMaintain customer tickets within our case management systemProcess customer replacement parts and/or systemsIdentify opportunities for improvementProvide ongoing feedback and guidanceOwn the customer experience and drive initiatives for improvementQualificationsFundamental understanding of server architecture and components (CPU, power supply, memory, graphics cards, flash memory, etc.)Hands on experience with enterprise hardware troubleshooting / break fix / upgradesAbility to remotely diagnose and root cause enterprise system failureAbility to use custom Linux and Windows-based diagnostic/test programsNetworking experience (cabling switches, fiber, port configurations, and VLAN)Understanding of hardware and software interactions; able to apply this understanding to resolve issuesAnalytical problem solvingStrong oral and written communication skillsProactive, positive, deliberate, and focused thinkingAssociates Degree in IT, Computer Science or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experience2+ years of experience in hardware testing and break fix2+ years of experience operating in an IT remote support environmentSome travel may be requiredThe ability to lift up to 50 pounds when necessaryThe ability to safely climb ladders when necessaryThe ability to wear personal protective gear correctly when necessaryThe ability to stand and walk throughout the facility for extended periods without loss or reduction of productivityThe ability to (i) use their hands to handle, control, or feel objects, tools or controls, (ii) make quick, precise adjustments to machine controls, (iii) bend or twist their body and (iv) repeat movements for extended periods without loss or reduction of productivityZT Systems assesses market data to ensure a competitive compensation package is created for all our employees. The typical base salary for this position is expected to be $30 hourly. If hired, the final base salary will be determined on an individual basis taking into consideration experience, skills, knowledge, education and/or certifications.Base salary is just one component of ZT Systems total rewards philosophy. We take pride in offering a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base. Other rewards may include bonus, paid time off, generous 401k match, tuition reimbursement, wellbeing resources, and more.We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this opportunity but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.