Helpdesk Support Technician

**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

Position Overview:

- As an IT Helpdesk Specialist, 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’ll do as the (IT Helpdesk Support Specialist):
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.
- Expectations are to be a Team Member of ZTAC to follow Company and Department policies and procedures
- Must be logged into the Phones systems and Ticketing system
- Attend all daily, weekly and monthly Team and Leadership meetings.
- Work all tickets sent to you by team members
- Work all technical issue from the business in the US assigned to you
- Work with the Team Leads in our supported Region
- Must display a positive attitude and have a professional work ethic.
- Communicate efficiently and effectively with customers and team members
- Assist the manager and Team Leads with projects and other outside work being assigned
- Work and troubleshoot incidents and request as a team member
- Collaborate with other Team Leads in our department in different regions
- Logs all customers’ issues into the ticketing system and track all incidents and request through to resolution
- Resolve incidents within established response times

What you will bring to the team:
EDUCATION/CERTIFICATION: Graduation
- Provide a positive experience for end users interaction with helpdesk team, services, and support products
- Provide level 1 and 2 support using documentation and knowledge base articles
- Contribute to the development of the team’s knowledge base articles
- Attend bridge meeting for outage notifications.

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job - it's an exciting career immersed in an inventive, 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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.