Zones, LLC · 1 month ago
Service Desk Analyst - Level 1 Technical Support
Richardson, Texas
Full-time
Onsite
New Grad, Entry Level
$18/hr - $20/hrZones, LLC is a Global Solution Provider of end-to-end IT solutions, specializing in various IT services. They are seeking a Level 1 Service Desk Analyst to serve as the first point of contact for clients needing IT support, focusing on troubleshooting and resolving common technical issues to ensure high customer satisfaction.
Cloud InfrastructureCyber SecurityInformation ServicesInformation TechnologyInternet of ThingsSoftware
No H1B
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, 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
Qualification
Required
High school diploma or equivalent
Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
Previous experience in a customer service or technical support role is preferred, but not required
Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals
Strong experience using ServiceNow
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
Flexibility in shift scheduling, which could change depending on the needs of the business
Willingness to adapt to varying shift requirements
Benefits
Medical, dental and vision coverage
Life insurance
Disability insurance
A 401(k) plan with matching provision
Paid time off
Personal sick leave
Company
Zones, LLC
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain.
Founded in 1986
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.7M2009-04-02Debt Financing· $0.7M
Leadership Team
Yehia Maaty Omar
Chief Executive Officer
Saad Ayub
SVP, Chief Digital and Innovation Officer
Recent News
MarketScreener
2025-10-17
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