Help Desk Analyst (Remote - Nys Only)

As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.

Position Overview
This Position is work-from-home. Candidates must reside in NYS. Hourly & Weekly pay: $15-16.50 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.

Description

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.

Key Responsibilities

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.

The Help Desk Analyst is primarily responsible for:

• Training and mentoring other service desk associates as needed
• 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.
• 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 call backs as required

We are seeking candidates with the following qualifications and skills:

Education, Certifications, & Technology Requirements:

• High School Diploma/GED or equivalent experience

Who You Are:

• Proficiency in navigating accounts with multiple skill set requirements
• Ability to thrive in a fast-paced but fun work environment.
• Effectively manage length of calls/handle time
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Ability to learn and become knowledgeable of customer products and services
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Experience working on a help desk/service desk handling tickets preferred
• Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers and basic computer terminology
• Promote teamwork and call center success

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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 – it's an exciting career immersed in an inventive, 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!