Desktop Support Technician

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services, Zones operates in over 120 countries and holds high-level certifications from partners like Microsoft, Apple, Cisco, Lenovo, and Adobe.

About the role

This is a 5+ month on-site position located in Hopkinsville, KY, with working hours from Monday to Friday, 8 AM to 5 PM. The pay rate is up to $31.25 per hour.

Responsibilities

• Respond to and resolve IT-related issues over the phone and via tickets.
• Install operating systems and user applications.
• Troubleshoot hardware and software issues.
• Configure, maintain, and troubleshoot printers of all types, including laser, thermal, and impact.
• Develop, document, and maintain deskside operations and administration procedures in the Policies and Procedures Manual.
• Provide additional resources during critical situations.
• Manage deskside services resources to ensure appropriate staffing levels for each location.
• Maintain and provide escalation contact lists for deskside services, including third-party suppliers.
• Implement a continuous improvement program to enhance deskside services delivery and reduce escalated incidents.
• Identify solutions to minimize escalation needs, such as additional end-user training, self-help support, automation scripts, and root cause analysis (RCA).
• Drive continuous improvement and innovation for a better end-user experience, including automation scripts, knowledge base articles, and how-to instructions.
• Participate in compliance activities, including corporate audits, security risk assessments, and vulnerability remediation.
• Manage service requests requiring local interaction at supported locations (e.g., desktop, mobile).
• Prioritize tasks and delegate when appropriate.
• Explain technical issues to both technical and non-technical employees and customers.
• Resolve incidents and problems associated with end-user computing (EUC) equipment and software, providing break/fix support.

Requirements

• 8+ years of experience in troubleshooting software, printers, projectors, and remote/call support issues.
• Experience troubleshooting laptop, desktop, and printer hardware issues.
• Ability to analyze, troubleshoot, and evaluate computer network problems, including Wi-Fi devices and network issues.
• Understanding of end-user remote support and onsite/dispatch support to resolve incidents and meet service levels.
• Experience supporting installation, troubleshooting, and maintenance of software and hardware in warehouse centers, including printers, scanners, and other specialized systems.
• Proficient understanding of networking concepts.

Benefits

Zones offers a comprehensive benefits package, including medical coverage and state-mandated sick leave, designed to support well-being and work-life balance.