Help Desk Analyst (L 1.5)

Description

• 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

• 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. 

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.