[Remote] Help Desk Analyst (Remote - NYS only, must reside in the state of New York )

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

Company H1B Sponsorship