• Job Description

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  Company Overview: u00A0
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  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, thereu2019s really only one: Zones u2013 First Choice for IT.TM
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  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.
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  Position Overview: u00A0
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  This position is work from home but employees must reside in the state of New York during their employment. The Service Desk Analyst will provide Level 1 support to clients.u00A0 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.u00A0u00A0 You may also install, configure, administer, support and analyze the network status monitoring tools. We provide 24/7 support and offer 1st, 2ndu00A0and 3rdu00A0shift schedules with the opportunity for advancementu00A0
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  What you will do as the Service Desk Analyst: u00A0
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  The requirements 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 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. u00A0
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  • Perform 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.
  • Perform callbacks as required
  • Identify and/or coordinating hardware and software requests and offering solutions for customer accounts
  • Act as a subject matter expert (SME) across limited subject areas.
  • Train and mentor other service desk associates as needed
  What you will bring to the team: u00A0
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  • 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 customeru2019s 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 $16.00 - $18.00 per houru00A0
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  Zones offers a comprehensive Benefits package
  
  While weu2019re committed to providing top-tier solutions, weu2019re just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, 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.u00A0
  At Zones, work is more than a job u2013 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 youu2019re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!u00A0
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  All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
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  Zones participates in E-Verify. E-Verify is a system that compares information from a team memberu2019s 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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