Third Shift Help Desk Process Analyst Remote – New York State Only

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:

The Process Analyst (PA) will be responsible for providing Level I technical support and customer service to all end users. Responsibilities will include providing supporting Level I agents to enhance “soft skills” during calls and improve ticket documentation. In addition, the PA will typically be involved in performing supervisory calls; possessing conflict de-escalation techniques and ensure customer satisfaction. This position consists of specialized assigned tasks from a Team Lead and/or Management while maintaining standard agent responsibilities.

What you’ll do as the Help Desk Process Analyst:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable the individuals with disabilities to perform the essential functions.

• Provide regular phone support (i.e. password resets, software troubleshooting, and severity reporting) unless instructed otherwise.
• Collaborate with others in carrying out assigned duties and use established processes/procedures to support the attainment of department functions/objectives.
• Work on professional level projects under guidance of Leadership to assist with the improvement of technical procedures and/or business processes.
• Interface with service desk agents to become more efficient during calls, improve ticket documentation, and help agents understand the importance of “soft skill” interactions with the Customer.
• Ability to perform QTM/TQE to observe agent interaction with the Customer and analyze ticket quality.
• The ability to handle Supervisory calls daily by intervening and calmly defusing the issue with the Customer.
• Use routine procedures and standardized tools to troubleshoot problems and then provide input into the implementation of enhancements to prevent problems from reoccurring.
• Perform Severity 1 & 2 procedures.
• Act as a technical resource and provide backup support to other analysts.
• Provide on-call support for client related problems.
• Update the VRU message pertaining to outages or changes.
• Provide training and direction to agents on the difference between INCs and REQs regarding aged tickets and current backlog.
• Reports to management as needed.
• Function as a subject matter expert within the team, technical discipline, or business process.

What you will bring to the team:

• Must have exhibited strong attendance adherence.
• Must be able to work 3rd shift and provide coverage as needed.
• Must display fundamental technical skills related to incumbent’s position, team, and department.
• Demonstrate a basic working knowledge of systems, network software, or technical tools/application used within the department.
• Absorb professional knowledge quickly and develop basic skills.
• Ability to exchange and/or provide technical information and explanations to achieve results.
• Ability to interface with vendors, contractors, and business partners.
• Excellent written and oral communication skills to work internally with client, customer, managers, and peers.
• Ability to troubleshoot or escalate software, hardware, and account issues.
• Ability to handle escalated calls to calmly, defuse the issue, and ensure the customer is confident in the resolution or dispatch of an issue
• Ability to exchange information and ideas pertinent to a project.

Qualified candidates can expect an hourly wage of $18.00 - $22.00 per hour.

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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. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.

At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. 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. 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!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.