Help Desk Analyst L1

Zones, LLC; Indianapolis (IN); On-site; USD 30,307 - 35,817; Full time

Benefits offered by this job

Medical coverage

State-mandated sick leave

Work-life balance support

Job summary

A leading IT solutions provider in Indianapolis is seeking a Help Desk Support Analyst to ensure global teams have necessary technology. This role involves responding to technical queries, troubleshooting issues, and supporting remote work environments. The ideal candidate should have 1-3 years of help desk experience, proficiency in Windows/macOS, and strong communication skills. Join an innovative team where work is more than a job, and you can embrace technology in a diverse and collaborative culture.

Qualifications

• 1-3 years of experience in a help desk or IT support role.
• Proficiency with Windows and/or macOS operating systems.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Respond to incoming queries from employees via phone, email, or ticketing systems.
• Perform initial troubleshooting and diagnostics.
• Assist with onboarding new team members.

Skills

Help desk support

Technical troubleshooting

Customer service

Networking concepts

Communication skills

Tools

ServiceNow

TeamViewer

Microsoft Office Suite

Job description

Company Overview

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, there’s really only one: Zones – First Choice for IT. 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.

Position Overview

Term: 1+ year

Location: Indianapolis, IN

Pay: $22.00 - $26.00; commensurate with experience

Hours: 8:00 am – 5:00 pm

As a Help Desk Support Analyst, you’ll play a key role in ensuring our global teams have the technology they need to innovate, collaborate, and deliver exceptional experiences to our customers and athletes worldwide. You’ll provide first-line technical support, troubleshoot issues, and contribute to a seamless IT environment that powers our mission.

What you will do as the Help Desk Support Analyst

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. 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.

• 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.

What you will bring to the team

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

#LI-TB1

Benefits

Zones offers a comprehensive benefits package. As a valued team member, you will be eligible for medical coverage, state‑mandated sick leave, and 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 – with exciting careers with a global team who are client centered, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

EEO Statement

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.

E-Verify

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I‑9 to federal records to confirm their eligibility to work in the United States.