Help Desk Analyst L2

• Be the first point of escalation for tickets from the Tier 1 team
• Maintain the onsite Tech Bar hub
• Provide in-person support of user issues and escalations to the team as needed
• Troubleshoot hardware, software, and access/permissions issues
• Troubleshoot issues with integrated systems
• Manage shipping and receiving equipment to/from remote Workers
• Provide asset management and reconciliation services
• Establish relationships with all internal Technology Teams to transition additional tasks as needed
• Continue maintenance of the knowledge transfer documents, Zones simplifies information technology by providing end-to-end capabilities and acting as a singular point of contact for hardware solutions and software licensing. Our expertise carries over to Zones lifecycle management services such as technology assessments, data center engineering, virtualization and cloud computing planning, and software asset management.
• Multinational technology procurement and fulfillment
• Solutions across mixed categories - servers, networking, storage, security and software
• Zones configuration and integration centers for custom fulfillment and delivery
• Specialized solution architects provide IT assessments and facilitate strategic planning
• Lifecycle management services from initial project planning to IT asset disposition
• Established partnerships with major hardware manufacturers and software publishers
• Culture of five star service excellence that earns industry recognition

• Minimum of Associates Degree preferred in computer/IT related field and 2+ years experience in a technical support role.
• Self-discipline. Must be self-disciplined and be able to prioritize tasks in order to meet deadlines, deliver solutions by the promised date, and stick to a task until it’s finished.
• Excellent problem-solving skills. Must be an excellent problem solver, able to see a problem through until its resolution. Candidate must be willing to work until the solution is satisfactory and the customer is happy.
• Attention to detail. Must have great attention to detail to be able to detect tiny miscalculations and errors. Needs to be patient enough to go through every detail to detect the source of any glitch.
• Great communication skills. Must have great listening skills as well as the ability to explain technical concepts to customers that are not technical.
• Passion for technology. Should always stay up to date on the latest tech developments.
• Ability to configure and troubleshoot email clients such as Microsoft Outlook.
• In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, and associated peripherals.
• In depth knowledge of the Microsoft O365 suite of applications * - Word, Excel, PowerPoint, Outlook, etc.
• Experience with ticketing software
• Familiar with EDR/anti-virus/ Malware protection management.
• Google Workspace awareness/experience preferred
• Google Meet experience preferred
• Logitech knowledge preferred but not required, Adobe Product Family, Analysis Skills, Antivirus, Apple, Asset Management, Cisco Network Systems, Cloud Computing, Communication Skills, Customer Escalations, Detail Oriented, Email Management/Administration, Emerging Technology, Establish Priorities, Facebook, Help Desk, Identify Issues, Information Technology & Information Systems, Knowledge Transfer, LinkedIn, Mac Operating System, Malware, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Word, Network Operations Center, Network Security, On Site Support, Peripheral Hardware, Problem Solving Skills, Professional Services, Reconciliation, Sales, Shipping/Receiving, Software Administration, Supply Chain, System Integration (SI), Technical Support, Time Management, Twitter

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re 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 -with 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 you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!, Zones dedicated teams serve organizations of every size and in specialized markets including:

• Small and Medium-Sized Businesses
• Enterprise
• SLED (State, Local, Education)
• Healthcare
• Retail & Hospitality

Zones Mission

At Zones, our mission is to be a single source for our clients to gain the knowledge, expertise and IT infrastructure to achieve their goals.

Zone perks include:

• Fitness Program
• Catered Lunches
• Onsite Massage Therapy
• Ongoing classroom, online and one-to-one training that positions you for success with your clients
• Compensation-boosting incentives, contents and prizes
• Commuter assistance programs
• Referral bonus program
• Sports league team sponsorships

Company Size: 1,500 to 1,999 employees

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.^TM

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.