Information Technology Help Desk

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

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. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

Term: 1 year contract with potential for extension

Location: On-site, Boston MA 02108

Pay: $25-$30/hr

Hours: M-F 8:45am – 5:00pm

The eLicensing Help Desk Specialist will be responsible for assisting customers of the HPL eLicensing platform. The specialist will guide customers through proper use of the system, help in troubleshooting and resolving issues and tracking help desk requests. The specialist will staff a help desk phone and respond to HPL licensing help desk email requests. The specialist will also assist with testing the system updates and update procedure documentation as needed.

What you’ll do as the [role title/designation]:

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.

• Provide help desk customer technical support to assist licensees using eGov to apply for/renew licenses.
• Determine appropriate response to error conditions. Consult with users and technical personnel to identify and resolve problems or to notify of existing or potential problems. Document any serious problems and provide the information to other appropriate HPL staff.
• Develop, document, communicate, and enforce system standards as necessary.
• Provide guidance to junior members of the team.
• Simulate and troubleshoot user problems.
• Track phone calls and helpdesk inquires.
• Inform Local Program staff as needed by telephone and in writing of issues related to the operation of the system and the Help Desk.
• Train other state staff in operation of the Help Desk as needed.
• Review program and administrative manuals for technical and procedural accuracy.
• Ensure Help Desk phone is not left unattended.
• Test Licensure renewal system with assessment/survey questions to ensure system is functioning properly.
• Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes.
• Contribute to the survey creation /modification processes and conduct testing of the same
• Perform other duties related to HPL licensing helpdesk.

What you will bring to the team:

• Knowledge of the concepts, techniques and applications of electronic data processing.
• Knowledge of the terminology, codes and standard abbreviations used in electronic data processing.
• Knowledge of the types and applications of electronic data processing equipment including computers and related peripheral equipment.
• Knowledge of the methods and techniques of computer systems analysis and design.
• Knowledge of the methods and techniques of computer programming.
• Knowledge of the types. availability and applications of electronic data processing operating systems.
• Knowledge of the methods of general reporting.
• Ability to read and interpret documents such as EDP equipment operating manuals. specifications.
• Ability to follow oral and written instructions.
• Ability to coordinate the efforts of others in accomplishing assigned work objectives. Ability to coordinate projects and follow through to completion.
• Ability to establish and maintain harmonious working relationships with others.
• Ability to establish rapport with persons from different ethnic cultural and/or economic backgrounds and to maintain harmonious working relationships in a team setting.
• Ability to adjust to changing situations to meet emergency or changing program or production requirements.
• Ability to analyze and determine the application of electronic data processing data draw conclusions and to make appropriate recommendations.
• Ability to write concisely to express thoughts clearly and to develop ideas in logical sequence.
• Ability to communicate effectively in oral expression.
• Ability to give oral and written instructions in a precise and understandable manner. including to individuals with English as a second language and to individuals with no or elementary knowledge of microcomputers.
• Ability to work independently

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a 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.

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.