Service Desk Support I

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description

The Service Desk Support I is responsible for providing support for our internal and external nationwide users, for all IT issues. Provide assistance concerning the use of computer hardware, software, printers, mobile phones, email, and operating systems as requested. This position will also require on call work during nights and weekends during your scheduled on call week.

Responsibilities

• Provide technical support for multiple products to internal associates via Salesforce tickets. 
• Resolve problems or escalate as necessary in a timely manner.
• Serve as an integrated team member for a technology help desk.
• Work incoming tickets and answer calls to the Service Desk.
• Troubleshooting and configuration of basic issues with Windows and Apple desktop and laptop equipment, printers, network connections, Smartphone’s etc.
• Analyze, troubleshoot, and diagnose basic issues with Windows 7, 10, MAC-OSX, Office2010/2013/2016/2019 and other software applications.
• Resolution and work order tracking using ticketing system (SalesForce/BMC Helix).
• Create and maintain Service Desk documentation regarding processes and procedures.
• Perform End-User training.
• Work a rotating on-call support.
• Ship replacement equipment and supplies to locations. Receive inventory from locations.
• Provide quality customer service when interacting with all associates.
• Develop and improve strong customer service, communication and technical skills.

Qualifications

• MIS/CIS degree or related discipline is desired; AA/AS degree in computer related field or 1-3 years of helpdesk experience in a business environment or a combination of education and experience that enables performance of all aspects of the position meets minimum requirements.
• Knowledge of Active Directory.
• Knowledge of Gmail and Gmail administration.
• Knowledge of Remote Access and Remote Desktop software (Join.me, GoTo, TeamViewer, Bomgar).
• Demonstrated customer service skills are of utmost importance for this job. Requires a professional, polite phone voice and the ability to keep organized records. Ability to work in a team environment. Ability to diagnose issues and/or document and escalate issues in a timely manner. 
• Demonstrated knowledge of computer systems, Android and iPhone technology. Ability to exercise initiative, problem-solving and decision-making skills. Ability to work in a fast paced environment and handle multiple projects simultaneously to meet critical deadlines. Ability to maintain a working knowledge of all software to effectively support end users.
• Excellent verbal and written communication skills. Ability to work in conjunction with company executives, managers, and employees. Ability to effectively present information and respond to questions. Ability to proactively recognize and implement superior customer service.
• Knowledge of network connections, systems, and technical installation. Knowledge of computer systems and applications. Knowledge of PC and Mac hardware, Microsoft operating systems (Win7, 10), OSX and application software. Ability to understand the day to day maintaining of computer equipment and office electronics.

Base pay range: $19.83 - 26.30/hour, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.