IT Help Desk Technician

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.

IT Help Desk Technician

1 year contract

Boston, MA 02116

$30.00 per hour

Mon – Friday 8:00 am – 5:00 pm. On site.

The IT Help Desk Technician will provide Level 1–2 support to customer end‑users. The Service Desk Analyst will troubleshoot, diagnose and resolve or elevate Level 1–2 incidents as necessary.

• Perform technical customer support for the State of Massachusetts client via telephone, chat, and email.
• Triage and basic troubleshooting as advanced Tier 1 support, using strong interpersonal skills and quick learning.
• Support standard Windows environments and specialized RMV equipment and software.
• Perform call‑backs as required.
• Identify and coordinate hardware and software requests, offering solutions for customer accounts.
• Handle hardware deployments—imaging, configuration, workstation set‑ups, and moves.
• Lift up to 50 lb.
• Act as a subject‑matter expert across limited subject areas.

• Associate’s degree in a computer‑related field and/or at least 2 years in a customer support or call‑center environment.
• Ability to learn and become knowledgeable of customer products and services.
• Experience handling help‑desk tickets.
• Experience troubleshooting desktop hardware and associated peripherals.
• Proficient in navigating accounts with multiple skill‑set requirements.
• Demonstrated soft skills—listening, empathy, and communication with customers.
• Ability to resolve more complex support requests over time.
• Ability to support new team members.
• Effectively manage call length and handle time.
• Adapt to a fast‑paced, fun work environment.
• Promote teamwork and call‑center success.
• Entry‑ to intermediate understanding of Microsoft Outlook 2010, Windows 10, various web browsers, and basic computer terminology.

Zones offers a comprehensive benefits package. As a valued team member, you will be eligible for medical coverage, state‑mandated sick leave, and other benefits designed to support your well‑being and work‑life balance. Zones is a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer. Our community is diverse and inclusive.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Zones participates in E‑Verify. E‑Verify compares information from a team member’s Form I‑9 to federal records to confirm eligibility to work in the United States.