Help Desk Analyst

As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.

Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of today’s top brands.

At Zones, work is more than a job – it's an exciting career immersed in an inventive, 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!

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Position Overview

The Help Desk Analyst will provide Level I support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Service Desk Associate will troubleshoot, diagnose and resolve or escalate Level I incidents received as necessary. The Associate will install, configure, administer and support the network status monitoring tools. The Associate will also analyze the data obtained with these tools to diagnose problems, determine trends, and plan upgrades.

• This is a shift position. We have 1st, 2nd & 3rd shift openings

Key Responsibilities

The requirements listed 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.

The Help Desk Analyst is primarily responsible for:

• Perform customer support to client via telephone, chat and email support
• Perform call backs as required
• Identify and/or coordinate hardware and software requests and offer solutions for customer accounts

We are seeking candidates with the following experience and skills:

Education:

• High School Diploma or equivalent Military experience

Required Experience:

Knowledge of Desktop hardware and associated peripherals

• Proficiency in navigating accounts with multiple skill set requirements
• Learn and become knowledgeable of customer products and services
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Effectively manage length of calls/handle time
• Promote teamwork and contact center success
• Basic understanding of - Microsoft Outlook 2010, Windows 7 basic, Internet explorer 9, computer terminology

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Zones nfrastructure offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. 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 – it's an exciting career immersed in an inventive, 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!