Help Desk Analyst L1

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.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.

Position Overview

Term: 1+ year
Location: Portland, OR
Pay: $25.00 - $28.00; commensurate with experience
Hours: 8:00 am – 5:00 pm

What you will do as the Help Desk Support Analyst

• 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.
• Aid 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.

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.

About the role

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.