• Job Description

  Req#: ogkdvfw2?nl=1
  Position Overview: u00A0

  u00A0

  Term:u00A0 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 CTu00A0
  Pay:u00A0 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 u00A0

  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. u00A0

  • Client Interaction: u00A0Respond 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: u00A0Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
  • Escalation: u00A0Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
  • Knowledge Base: u00A0Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
  • Customer Service: u00A0Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
  • Follow-Up: u00A0Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
  • Documentation: u00A0Document solutions and procedures for future reference and improve operational processes.
  • Compliance: u00A0Adhere to company policies and procedures, including data protection and security guidelines

  What you'll bring to the table: u00A0

  • Education: High school diploma. Associates degree preferred and 1+ years of relevant experience. IT certifications (e.g., CompTIAu00A0 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: u00A0Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
  • Problem-Solving: u00A0Demonstrated ability to troubleshoot and resolve technical issues effectively.
  • Customer Focus: u00A0Commitment to providing excellent customer service and maintaining positive client relationships.
  • Teamwork: u00A0Ability to work well in a team environment and collaborate with colleagues and other departments.
  • Nice to have:u00A0 experience with Windows migration (Win10 to Win 11)
  • Nice to have: Experience with Imprivata and Citrix preferred.u00A0

  Zones offers a comprehensive Benefits package
  
  While weu2019re committed to providing top-tier solutions, weu2019re just as committed to supporting our own team. As a valued employee, 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 u2013with 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 youu2019re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!u00A0 u00A0

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  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.u00A0

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  Zones participates in E-Verify. E-Verify is a system that compares information from an employeeu2019s Form I-9 to federal records to confirm their eligibility to work in the United States. u00A0

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• About the company

  Zones provides comprehensive IT solutions to customers across the country and around the world. And we do it extremely well. In fact, we've taken pride in becoming experts in all things tech for more than 30 years. But we don't do it alone. We collaborate with industry-leading partners who help us deliver customizable solutions and positive business outcomes to meet the needs of those we serve.

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