Service Desk Tech

About The Role

The Service Desk Technician will perform remote diagnostics with key customers to determine root cause and resolve enterprise system issues. They will remotely troubleshoot hardware and firmware, install system software and run diagnostics. As the first support contact with our customers, they will represent VSEI and be responsible for ensuring an excellent customer experience.

What You Will Do

• Remote troubleshooting
• Experience in reading and interpreting enterprise log files
• BIOS and Flash ROM updates
• Installation of new application software
• Produce detailed test and failure analysis reports
• Support other teams within the engineering department as needed
• Maintain customer tickets within our case management system
• Process customer replacement parts and/or systems
• Identify opportunities for improvement
• Provide ongoing feedback and guidance
• Own the customer experience and drive initiatives for improvement
• This position will require a Saturday or Sunday coverage.
• Shift is Tuesday - Saturday.

What You Bring

• Fundamental understanding of Server architecture and components (CPU, power supply, memory, graphics cards, flash memory, etc.)
• Hands on experience with enterprise hardware troubleshooting / break fix / upgrades
• Ability to remotely diagnose and root cause enterprise system failure
• Ability to use custom Linux and Windows-based diagnostic/test programs
• Networking experience (cabling switches, fiber, port configurations, and VLAN)
• Understanding of hardware and software interactions; able to apply this understanding to resolve issues
• Analytical problem solving
• Strong oral and written communication skills
• Proactive, positive, deliberate, and focused thinking
• Associates Degree in IT, Computer Science or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experience
• 2+ years of experience in hardware testing and break fix
• 2+ years of experience operating in an IT remote support environment
• Some travel may be required
• The ability to lift up to 50 pounds when necessary
• The ability to safely climb ladders when necessary
• The ability to wear personal protective gear correctly when necessary
• The ability to stand and walk throughout the facility for extended periods without loss or reduction of productivity
• The ability to (i) use their hands to handle, control, or feel objects, tools or controls, (ii) make quick, precise adjustments to machine controls, (iii) bend or twist their body and (iv) repeat movements for extended periods without loss or reduction of productivity.

ZT Systems assesses market data to ensure a competitive compensation package is created for all our employees. The typical base salary for this position is expected to be $30 hourly. If hired, the final base salary will be determined on an individual basis taking into consideration experience, skills, knowledge, education and/or certifications.

Base salary is just one component of ZT Systems total rewards philosophy. We take pride in offering a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base. Other rewards may include bonus, paid time off, generous 401k match, tuition reimbursement, wellbeing resources, and more.

We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this opportunity but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

About ZT Systems

At ZT Systems, you'll get to do work you are proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along the way, you will gain hands-on experience in a face-paced environment that's challenging, rewarding, and career-defining.

A culture built around our values we work hard and think fast. We view challenges as opportunities-to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed, we use the momentum to go even further. We create value with everything we do, building the foundation of today-and transforming the future of tomorrow.

Join ZT Systems and help us build technology infrastructure that connects the world.

What We Offer

At ZT Systems, we believe that investing in our people is key to our continued growth and innovation. When you join our team, you'll gain access to a comprehensive and inclusive benefits package designed to support your well-being, financial security, and professional development-both now and in the future.

Compensation & Financial Security

• Competitive base salary
• Performance-based annual bonus eligibility
• 401(k) retirement savings plan with generous company match
• Tuition reimbursement for eligible education programs

Health & Wellness

• Comprehensive medical, dental, and vision coverage with access to leading providers
• Mental health resources and employee wellness support programs-
• Company-paid life and disability insurance

Time Away & Work-Life Balance

• Generous paid time off (PTO) and company-paid holidays
• Parental leave and family care support programs

Growth & Purpose

• Structured training programs and on-the-job learning opportunities
• Matching gifts and volunteer programs to support causes you care about

These benefits are available to eligible employees and are designed to grow with you as your career evolves. Full benefits and eligibility varies by work location. Learn more about our benefits here.

ZT Group Int'l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems 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, or local laws.