Help Desk Analyst L1

Summary

Zones, LLC is a Global Solution Provider of end-to-end IT solutions, specializing in various IT services. The Help Desk Support Analyst will provide first-line technical support, troubleshoot issues, and contribute to a seamless IT environment for global teams.

Responsibilities

• Respond to incoming queries from employees via phone, email, or ticketing systems, resolving technical issues related to hardware (e.g., laptops, desktops), software (e.g., Microsoft Office, SAP, or proprietary tools), and network connectivity
• Perform initial troubleshooting and diagnostics, escalating complex issues to higher-tier IT teams when necessary
• Assist with onboarding new team members by setting up accounts, configuring devices, and providing basic IT training
• Maintain accurate records of incidents and resolutions in a service management system (e.g., ServiceNow or similar)
• Support remote and hybrid work environments, ensuring tools like VPNs, collaboration platforms (e.g., Microsoft Teams), and mobile devices function effectively
• Contribute to knowledge base articles or FAQs to empower self-service solutions for common issues
• Stay updated on IT systems, new product releases, and emerging technologies to provide proactive support
• Collaborate with global IT teams to ensure consistent service delivery across regions

Skills

• 1-3 years of experience in a help desk or IT support role
• Proficiency with Windows and/or macOS operating systems, Microsoft Office Suite, and basic networking concepts (e.g., Wi-Fi, VPN)
• Familiarity with IT ticketing systems and remote support tools (e.g., TeamViewer, SCCM)
• Strong communication skills, with the ability to explain technical concepts to non-technical users in a clear, patient manner
• A problem-solving mindset and a passion for delivering excellent customer service
• Ability to work in a fast-paced, team-oriented environment with a global scope
• Experience with SAP, retail POS systems, or multilingual skills (e.g., English plus German, Spanish, etc.), given international presence

Qualifications

Must Haves

• 1-3 years of experience in a help desk or IT support role
• Proficiency with Windows and/or macOS operating systems, Microsoft Office Suite, and basic networking concepts (e.g., Wi-Fi, VPN)
• Familiarity with IT ticketing systems and remote support tools (e.g., TeamViewer, SCCM)
• Strong communication skills, with the ability to explain technical concepts to non-technical users in a clear, patient manner
• A problem-solving mindset and a passion for delivering excellent customer service
• Ability to work in a fast-paced, team-oriented environment with a global scope

Nice to Haves

• Experience with SAP, retail POS systems, or multilingual skills (e.g., English plus German, Spanish, etc.), given international presence

Benefits

• Medical coverage
• State-mandated sick leave
• Other benefits designed to support your well-being and work-life balance