[Remote] Help Desk Analyst (Remote - NYS only, must reside in the state of New York )

Note: The job is a remote job and is open to candidates in USA. Zones, LLC is a Global Solution Provider of end-to-end IT solutions, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed services. The Help Desk Analyst will provide Level 1 support to clients, assisting with technical customer support via telephone, chat, and email, while troubleshooting and resolving IT-related issues. Responsibilities Performing technical customer support to our NYS client via telephone, chat, and email support Provide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues Performing callbacks as required Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts Acting as a subject matter expert (SME) across limited subject areas Training and mentoring other service desk associates as needed Skills High School Diploma/GED or equivalent experience Ability to learn and become knowledgeable of customer products and services Proficiency in navigating accounts with multiple skill set requirements Demonstrate effective soft skills, active listening skills, and ability to empathize with customer's situation Ability to eventually resolve more complex support ticket requests Ability to provide support to new team members Effectively manage the length of calls/handle time Ability to thrive in a fast-paced but fun work environment Promote teamwork and call center success Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers, and basic computer terminology Experience working on a help desk/service desk handling tickets preferred Experience troubleshooting Desktop hardware and associated peripherals preferred Benefits Medical, dental and vision coverage Life insurance Disability insurance Voluntary accident, hospitalization and critical illness insurance options A 401(k) plan with matching provision Paid time off Personal sick leave Company Overview Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. It was founded in 1986, and is headquartered in Auburn, Washington, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Zones, LLC has a track record of offering H1B sponsorships, with 3 in 2025, 1 in 2024, 1 in 2023, 4 in 2022, 3 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.