Help Desk Analyst Level 1
Job Summary
Job Description
Zones LLC is seeking a Help Desk Analyst L1 to provide Level 1 support to clients, offering customer-friendly assistance to those experiencing difficulties with IT products and services. The role involves troubleshooting, diagnosing, and resolving or escalating Level 1 incidents. Responsibilities include installing, configuring, and analyzing network status monitoring tools. This is a remote position for employees residing in New York, with 24/7 support and flexible shift schedules. The company offers competitive compensation, 3 weeks of paid time off, medical/dental/vision coverage, and a matching 401K plan. Zones is a global solution provider with over 35 years in business, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services, operating in over 120 countries.
Must have:
- Provide technical customer support via phone, chat, email
- Perform Level 1 triage and resolutions (password resets, account unlocks)
- Troubleshoot network connectivity issues
- Identify/coordinate hardware/software requests
- Offer solutions for customer accounts
- Act as a subject matter expert in limited areas
- Train and mentor other service desk associates
- Ability to learn customer products/services
- Troubleshoot desktop hardware and peripherals
- Proficiency in navigating accounts
- Demonstrate soft skills, active listening, empathy
- Effectively manage call length/handle time
- Basic understanding of Outlook, Windows 10, web browsers
- Basic computer terminology
Good to have:
- Experience working on a help desk/service desk handling tickets
- Ability to eventually resolve more complex support tickets
- Ability to provide support to new team members
- Ability to thrive in a fast-paced work environment
- Promote teamwork and call center success
Perks:
- 3 weeks Paid Time-off
- Medical/dental/vision coverage
- Matching 401K
- Room for advancement
- Job mobility
4 skills required
Job Details
Description
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:
This position is work from home, but employees must reside in the state of New York during their employment. Hourly pay will be between $15.50 and 17.00 per hour to start, commensurate with experience + room for advancement and job mobility. We provide 3 weeks Paid Time-off, medical/dental/vision, matching 401K and much more.
The Help Desk Analyst will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Technical Support Analyst will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary. You may also install, configure, administer, support and analyze the network status monitoring tools. We provide 24/7 support and offer 1st, 2nd and 3rd shift schedules with the opportunity for advancement.
What you’ll do as the Help Desk Analyst:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Performing technical customer support to our NYS client via telephone, chat, and email support
- Provide level 1 triage and resolutions such as password resets, account unlocks and troubleshooting network connectivity issues.
- Performing callbacks as required
- Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
- Acting as a subject matter expert (SME) across limited subject areas.
- Training and mentoring other service desk associates as needed
What you will bring to the team:
- High School Diploma/GED or equivalent experience
- Ability to learn and become knowledgeable of customer products and services
- Experience working on a help desk/service desk handling tickets preferred
- Experience troubleshooting Desktop hardware and associated peripherals preferred
- Proficiency in navigating accounts with multiple skill set requirements
- Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation
- Ability to eventually resolve more complex support ticket requests
- Ability to provide support to new team members
- Effectively manage the length of calls/handle time
- Ability to thrive in a fast-paced but fun work environment.
- Promote teamwork and call center success
- Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers, and basic computer terminology
Compensation:
- Qualified candidates can expect an hourly wage range of $15.50 - $17.00 per hour depending on experience.
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. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. 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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