Desktop Support Technician, Zoro
Company Summary:
Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers over 4 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 400 team members and reaching annual revenue of over $500 million. Add to that our award-winning culture—we were named a Great Place to Work for 2019-20, among other accolades—and we think Zoro is a pretty amazing place to work and grow.
Primary Function:
The Desktop Support Technician’s role is to support Zoro’s laptops and hardware, and provide access to Zoro business applications and systems. That includes installing, diagnosing, repairing, and maintaining, software, hardware, access and licenses in a timely and accurate fashion, and providing end-user assistance where required.
Duties and Responsibilities:
- Support development and implementation of new computer projects and new hardware installations
- Assist in developing long-term strategies and capacity planning for meeting future organizational hardware needs
- Conduct research on, and make recommendations for, products in support of procurement and development efforts
- Set up accounts and workstations
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
- Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels
- Collaborate with IT team members to ensure efficient operation of the organization’s desktop computing environment
- Receive and respond to incoming support tickets regarding technology issues
- If necessary, liaise with third-party support and equipment vendors
- Perform related duties consistent with the scope and intent of this position
- Setup user accounts and access
- Configure and deploy laptops
Qualifications:
- High School diploma or equivalent, and/or 1-3 years work experience in related field.
- Hands-on experience troubleshooting PC and Mac laptop and desktop hardware
- Experience using an ITSM ticketing system to track and resolve incidents
- Working technical knowledge of current protocols, operating systems, and standards
- Strong customer service mindset
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Good written, oral, and interpersonal communication skills
- Experience administering Active Directory, G Suite, Atlassian tools, and other software vendors
- Team-oriented and skilled in working within a collaborative environment
- Experience troubleshooting VoIP phone systems
- ITIL Framework experience a plus
Work Conditions:
- Sitting, standing, or walking for extended periods of time
- Dexterity to operate a computer keyboard, mouse, power tools, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
- Some travel to other office locations may be required for the purpose of on-site hardware and software troubleshooting and repair
Final note:
We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.