Service Desk Analyst

Talentify; Charlotte (NC); Remote; USD 34,000 - 44,000; Full time

Benefits offered by this job

Medical coverage

Sick leave

Job summary

Zones is seeking a Service Desk Analyst for a 6-month term. The role is 100% remote but requires residence in Winston-Salem, NC or Charlotte, NC. The pay is $25 per hour with standard M-F hours in respective cities.

You will handle client interactions, log incidents, and provide basic troubleshooting. Candidates should have a high school diploma and IT certifications such as CompTIA A+ or ITIL Foundation, plus customer-service experience.

Qualifications

• High school diploma or equivalent; CompTIA A+, ITIL Foundation a plus.
• Previous experience in customer service, call center, or technical support preferred.
• Basic understanding of operating systems (Windows, macOS, Linux) and networking fundamentals.

Responsibilities

• Respond to incoming service requests via phone, email, and chat.
• Log and categorize incidents and service requests in the ticketing system.
• Perform initial diagnosis and basic troubleshooting of hardware, software, and network issues.

Skills

Windows OS

macOS

Linux

Networking basics

Customer service

Communication skills

Troubleshooting

Education

High school diploma

CompTIA A+

ITIL Foundation

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, thereu2019s really only one: Zones u2013 First Choice for IT.TMu00A0

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: 6 monthsu00A0

Location:100% remote but must reside in either Winston-Salem, NC or Charlotte, NCu00A0

Pay: $25/hru00A0

Hours: M-F Winston-Salem 7:30am-4:30pm, Charlotte 7am-4pm u00A0

What you will do as the Service Desk 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.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.

• Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.


• Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.


• Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.


• Escalation: Identify and upscale complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.


• Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.


• Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.


• Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.


• Documentation: Document solutions and procedures for future reference and improve operational processes.


• Compliance: Adhere to company policies and procedures, including data protection and security guidelines.

What you will bring to the team:

• Education:u00A0High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.


• Experience:u00A0Previous experience in a customer service role, call center work environment, or technical support position is preferred


• Technical Skills:u00A0Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.


• Communication Skills:u00A0Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.


• Problem-Solving:u00A0Demonstrated ability to troubleshoot and resolve technical issues effectively.


• Customer Focus:u00A0Commitment to providing excellent customer service and maintaining positive client relationships.


• Teamwork:u00A0Ability to work well in a team environment and collaborate with colleagues and other departments.

Zones offers a comprehensive Benefits package

While weu2019re committed to providing top-tier solutions, weu2019re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with 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 u2013with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If youu2019re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!u00A0u00A0

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.

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