Help Desk Support Specialist

2 weeks ago

Bowling Green, Kentucky, United States Zones Full time
Help Desk Analyst Job Description

Zones LLC is seeking a skilled Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
  • Log and categorize incidents and service requests in the ticketing system (ServiceNow) ensuring accurate and detailed documentation.
  • Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
  • Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
  • Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
  • Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
  • Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
  • Document solutions and procedures for future reference and improve operational processes.
  • Adhere to company policies and procedures, including data protection and security guidelines.
Requirements:
  • High school diploma. Associates degree preferred and 1+ years of relevant experience. IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
  • Understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
  • Experience imaging computers, downloading updates, staging and readying computers for deployment.
  • Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
  • Demonstrated ability to troubleshoot and resolve technical issues effectively.
  • Commitment to providing excellent customer service and maintaining positive client relationships.
  • Ability to work well in a team environment and collaborate with colleagues and other departments.
About Zones:

Zones is a global company that values diversity and inclusion. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, sexual orientation, national origin, age, citizenship, marital status, disability, gender identity or Veteran status.

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