Offer summary

Qualifications:

High School Diploma/GED or equivalent experience required., Experience in a help desk/service desk environment preferred., Proficiency in Microsoft Outlook 2010, Windows 10, and basic computer terminology., Strong soft skills, including active listening and empathy towards customers..

Key responsabilities:

Provide Level 1 technical support to clients via phone, chat, and email.

Troubleshoot and resolve issues such as password resets and network connectivity problems.

Identify and coordinate hardware and software requests for customer accounts.

Train and mentor other service desk associates as needed.

Job description

Description

Position at Zones LLC.

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 X @Zones, and LinkedIn and Facebook.

Position Overview:

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 1^st, 2^nd and 3^rd shift schedules with the opportunity for advancement.

What you’ll do as the as the Help Desk Analyst:

The requirements above 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. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

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:

Education

High School Diploma/GED or equivalent experience

Required 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

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 and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.

At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. 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. 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 an employee’s Form I-9 to federal records to confirm their eligibility to work in the United States.

Required profile