Company Summary:
Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!
Job Summary:
The Desktop Support Technician’s role is to support and maintain Zoro’s laptops, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all Zoro equipment while ensuring optimal performance and uptime. The person will also troubleshoot problem areas (in person, by telephone, or via support ticket) promptly and accurately and provide 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
- Research 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 hardware problems for end-users, and recommend and implement orrective 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 to deliver required desktop service levels
- Collaborate with IT team members to ensure efficient operation of the organization’s laptop computing environment
- Receive and respond to incoming support tickets regarding technology issues
- If necessary, liaise with third-party support and equipment vendors
- Provision accounts/user access within IAM via Okta.
- Weekly on-call rotation assisting end users outside standard office hours
- This is a hybrid role which would require at least 2-3 days a week in the office
Minimum Qualifications:
- High School diploma or equivalent, and/or 1-3 years of work experience in the 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
- Team-oriented and skilled in working within a collaborative environment
Preferred Qualifications:
- Experience administering Okta, Google Workspace, Atlassian, Slack, and other software tools
- ITIL Framework experience a plus
- Experience troubleshooting VoIP phone systems
Work Conditions:
- Sitting, standing, or walking for extended periods
- Operating a computer keyboard, mouse, power tools, and other computer components requires skill.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
Zoro Values and Inclusive Culture:
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
We are proud to be an equal opportunity workplace.
