Technical Support Specialist

About the role

The Technical Support Specialist is an entry‑level position within Zones Technical Assistance Center (ZTAC). You will be the first point of contact for employees needing technical help, focusing on Windows and Mac devices and following documented procedures for provisioning, access, and application support.

Key responsibilities

• Provide first‑level support for Windows laptops and Mac computers.
• Troubleshoot hardware, software, and connectivity issues.
• Assist users with Microsoft Outlook, Teams, and Microsoft 365.
• Perform basic PC setup, configuration, maintenance, and software installation.
• Support peripherals such as monitors, keyboards, mice, and printers.
• Follow device provisioning workflows using Windows Autopilot and Microsoft Intune.
• Conduct basic VPN troubleshooting and access support.
• Execute foundational Active Directory and Azure AD tasks (password resets, account unlocks, group checks).
• Document issues and resolutions in ServiceNow.
• Escalate complex cases according to ZTAC processes.

Required profile

• Foundational experience supporting Windows‑based systems.
• Basic understanding of PC hardware and desktop troubleshooting.
• Familiarity with Microsoft 365 applications, especially Outlook and Teams.
• Introductory knowledge of VPN concepts.
• Basic awareness of Active Directory and Azure Active Directory.
• Strong customer‑service and communication skills.
• Ability to follow standard operating procedures and recognize escalation needs.

Required skills

• Windows operating system
• macOS
• Microsoft Outlook
• Microsoft Teams
• Microsoft 365
• Windows Autopilot
• Microsoft Intune
• VPN troubleshooting
• Active Directory
• Azure Active Directory
• ServiceNow ticketing system