DesksideSupportTechnician(L2)

Zones Inc

Spartanburg, SC

JOB DETAILS
SALARY
SKILLS
Adobe Product Family, Analysis Skills, Apple, Cisco Network Systems, Cloud Computing, Communication Skills, Corrective Action, Customer Escalations, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop PC, Distribution Services, Documentation, Endpoint Security, Establish Priorities, Facebook, IT Service Management (ITSM), Identify Issues, Leadership, LinkedIn, Logistics, Mac Operating System, Maintain Compliance, Manufacturing Data Management, Mentoring, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, Network Operations Center, Network Security, On Site Support, Operating Systems, Printers, Problem Solving Skills, Professional Services, Quality Management, Radio Frequency, Root Cause Analysis, Sales, Service Level Agreement (SLA), ServiceNow, Software Patches, Supply Chain, System Center Configuration Manager (SCCM), TCP/IP (Transmission Control Protocol/Internet Protocol), Team Lead/Manager, Technical Support, Time Management, Twitter, VPN (Virtual Private Network), Warehousing
LOCATION
Spartanburg, SC
POSTED
6 days ago

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: 9+ months

Location: Spartanburg, SC

Pay: $30.75

Hours: normal business hours

The Deskside Support Technician (L2) acts as a senior technical resource providing advanced troubleshooting, ensuring operational stability, and leading onsite support teams across distribution center environments. Aligned with enterprise desktop engineering standards, ensuring adherence to modern endpoint management, security, and support practices, while driving clarity in role expectations, technology stack, and responsibilities to enhance hiring effectiveness and attract high-quality enterprise talent.

What you will do as the Deskside Support Technician (L2):

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.

  • Handle complex and escalated incidents (P1/P2) and ensure timely resolution
  • Perform advanced troubleshooting across OS, hardware, applications, and network
  • Act as first-level escalation point for L1 engineers
  • Guide and mentor team members; manage workload and ticket prioritization
  • Ensure adherence to SLA, MTTR, and MTTA targets
  • Drive root cause analysis (RCA) and preventive actions
  • Maintain ticket quality, documentation, and audit compliance
  • Weekly / Monthly / Quarterly Reporting
  • Support endpoint lifecycle: deployment, patching, and upgrades
  • Manage RF devices, Zebra printers, and warehouse technologies
  • Coordinate with vendors and stakeholders for issue resolution
  • Shift Roster management
  • Act as a shift Lead
  • Windows 10/11 Enterprise, macOS
  • Microsoft Intune, SCCM/MECM, Autopilot, SOTI
  • Active Directory, Azure AD (Entra ID)
  • MDM (Mobile Device Management)
  • Intune
  • ServiceNow ITSM
  • TCP/IP, DNS, DHCP, VPN (Cisco AnyConnect)
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • RF Devices, Zebra printers, WMS support
  • Endpoint security tools (Defender, BitLocker)

What you will bring to the team:

  • 4+ years of IT support experience
  • Strong troubleshooting and analytical skills
  • Hands-on experience with Intune/SCCM, SOTI
  • Experience handling escalations and major incidents
  • Strong communication and stakeholder management skills
  • Experience in warehouse/logistics environments
  • Prior Lead or shift lead experience
  • Exposure to vendor coordination and SLA governance

#LI-TB1

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 and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

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.

About the Company

Z

Zones Inc

Zones simplifies information technology by providing end-to-end capabilities and acting as a singular point of contact for hardware solutions and software licensing. Our expertise carries over to Zones lifecycle management services such as technology assessments, data center engineering, virtualization and cloud computing planning, and software asset management.

  • Multinational technology procurement and fulfillment
  • Solutions across mixed categories - servers, networking, storage, security and software
  • Zones configuration and integration centers for custom fulfillment and delivery
  • Specialized solution architects provide IT assessments and facilitate strategic planning
  • Lifecycle management services from initial project planning to IT asset disposition
  • Established partnerships with major hardware manufacturers and software publishers
  • Culture of five star service excellence that earns industry recognition
Zones dedicated teams serve organizations of every size and in specialized markets including:
  • Small and Medium-Sized Businesses
  • Enterprise
  • SLED (State, Local, Education)
  • Healthcare
  • Retail & Hospitality
Zones Mission

At Zones, our mission is to be a single source for our clients to gain the knowledge, expertise and IT infrastructure to achieve their goals.

Zone perks include:
  • Fitness Program
  • Catered Lunches
  • Onsite Massage Therapy
  • Ongoing classroom, online and one-to-one training that positions you for success with your clients
  • Compensation-boosting incentives, contents and prizes
  • Commuter assistance programs
  • Referral bonus program
  • Sports league team sponsorships

COMPANY SIZE
1,500 to 1,999 employees
INDUSTRY
Computer/IT Services
FOUNDED
1986