Help Desk Analyst
Job Summary
Job Description
As a Help Desk Analyst, you will respond to service requests via phone, email, and chat in a professional manner. You will log and categorize incidents in the ticketing system, troubleshoot hardware, software, and network issues, and escalate complex issues to higher-level support teams. You will also contribute to the knowledge base and ensure customer satisfaction by keeping clients informed and following up on issues. Additionally, you will document solutions and procedures, and adhere to company policies. This role requires strong communication and problem-solving skills, customer focus, and teamwork.
Must have:
- Respond to service requests via phone, email, and chat.
- Log and categorize incidents in the ticketing system.
- Perform initial diagnosis of hardware, software, and network issues.
- Strong verbal and written communication skills.
- Ability to troubleshoot and resolve technical issues effectively.
- Commitment to providing excellent customer service.
Good to have:
- Experience with Windows migration (Win10 to Win 11).
- Experience with Imprivata and Citrix preferred.
Perks:
- Comprehensive benefits package including medical coverage.
- State-mandated sick leave.
- Other benefits designed to support well-being.
9 skills required
Job Details
Position Overview:
Term: 6 months - possible temp-to-hire
Location: onsite in Bowling Green, KY with our Medical/Healthcare client.
Hours: Day shift - Mon-Friday 7:30am - 4pm CT
Pay: up to $30/hr commensurate with experience + benefits
Location: onsite in Bowling Green, KY with our Medical/Healthcare client.
Hours: Day shift - Mon-Friday 7:30am - 4pm CT
Pay: up to $30/hr commensurate with experience + benefits
*Position requires 7 year background, drug screen and Tuberculosis test
What you'll do as the Help Desk Analyst
The requirements listed 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.
- Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
- Incident Management: Log and categorize incidents and service requests in the ticketing system (ServiceNow) ensuring accurate and detailed documentation.
- Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
- Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
- Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
- Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
- Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
- Documentation: Document solutions and procedures for future reference and improve operational processes.
- Compliance: Adhere to company policies and procedures, including data protection and security guidelines
What you'll bring to the table:
- Education: High school diploma. Associates degree preferred and 1+ years of relevant experience. IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
- Technical Skills: understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
- Experience Imaging computers, downloading updates, staging and readying computers for deployment.
- Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Demonstrated ability to troubleshoot and resolve technical issues effectively.
- Customer Focus: Commitment to providing excellent customer service and maintaining positive client relationships.
- Teamwork: Ability to work well in a team environment and collaborate with colleagues and other departments.
- Nice to have: experience with Windows migration (Win10 to Win 11)
- Nice to have: Experience with Imprivata and Citrix preferred.
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!
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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
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.
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