Senior Service Desk Analyst

Zones
US - Texas - Richardson
January 3, 2025

Description

Position at Zones LLC. 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:
As a Senior Service Desk Analyst, you will provide Level 2 support to clients.
This role will provide customer-friendly assistance to clients experiencing difficulty using IT products, particularly those problems escalated from Level I to Level II.
The Senior Service Desk Analyst will troubleshoot, diagnose and resolve Level 2 incidents received, and escalate issues as necessary.
They will act as an SME for Windows/MAC, standard software/hardware support and provide service solutioning support when needed.
What you'll do as the Senior Service Desk Analyst:
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Act as the primary escalation point for unresolved Level 1 issues.
Must be able to work in a multi-client environment.
Communicate effectively and empathetically with users to ensure a positive customer experience.
Manage difficult or high-priority cases with professionalism and urgency.
Gather and document user feedback to improve service processes and experiences.
Follow up with customers post-resolution to ensure satisfaction.
Diagnose and resolve complex hardware, software, and network-related issues.
Utilize diagnostic tools, logs, and industry best practices to identify root causes.
Perform advanced problem-solving for enterprise applications, VPNs, and virtual environments.
Support Active Directory, file permissions, and user account management.
Resolve issues related to cloud platforms (e.g., Office 365, Google Workspace) and remote connectivity.
Collaborate with Level 3 teams to resolve deep technical issues and document solutions.
Log, prioritize, and resolve service requests within SLA guidelines.
Identify recurring issues, perform root cause analysis, and escalate when necessary.
Stay updated on emerging technologies and industry standards through continuous learning.
Create and maintain accurate knowledge base articles for recurring issues.
Document all troubleshooting processes, resolutions, and customer interactions in ticketing systems.
Work closely with Level 1 agents to provide guidance and training to improve first-call resolution rates.
Participate in cross-departmental projects and initiatives to enhance service desk operations.
Analyze service desk performance metrics and recommend improvements.
Implement and optimize ITSM tools and workflows for efficiency and effectiveness.

What you will bring to the team:

Associate's degree or equivalent education
3+ years' experience in a similar service desk role
Possess 2 or more industry certifications such as CompTIA A+, Network+, Security+, ITIL, Microsoft Certifications (e.g., MSCE, MCSA), or equivalent.
Hardware:
Working knowledge of standard PCs and Printers
Software:
Working knowledge of Mac OS X and Windows 10/11, Microsoft Office, Office 365, Sharepoint, and OneDrive
Working knowledge of O365 and Active Directory
Experience or certification with ITIL
Strong ability to troubleshoot advanced issues
Must be shift flexible and able to work onsite

#LI-TO1 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 employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more.
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! 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.

Read the full job description and apply online on the recuiter's web-site

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