Note: The job is a remote job and is open to candidates in USA. Zones, LLC is a Global Solution Provider of end-to-end IT solutions, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed services. The Help Desk Analyst will provide Level 1 support to clients, assisting with technical customer support via telephone, chat, and email, while troubleshooting and resolving IT-related issues.
Responsibilities
- 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
Skills
- High School Diploma/GED or equivalent experience
- Ability to learn and become knowledgeable of customer products and services
- 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
- Experience working on a help desk/service desk handling tickets preferred
- Experience troubleshooting Desktop hardware and associated peripherals preferred
Benefits
- Medical, dental and vision coverage
- Life insurance
- Disability insurance
- Voluntary accident, hospitalization and critical illness insurance options
- A 401(k) plan with matching provision
- Paid time off
- Personal sick leave
Company Overview
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