Zones, LLC
Service Desk Analyst L1 – Zones, LLC
Term:
6 months, 100% remote but must reside within greater Chicago, IL
Hours:
Mon‑Th 7‑5 pm
Pay:
Up to $25/hr
What You'll Do
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 escalatie complex issues to higher‑level support teams or specialists when necessary, ensuring smooth transition and clear communication.
Utilize and contribute to the knowledge base to aid in quicker resolution of common issues.
Maintain a high level of customer service by keeping clients informed of progress and ensuring 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.
What You'll Bring To The Table
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 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.
Team player who works well in a collaborative environment.
Benefits Medical coverage, state‑mandated sick leave, and additional benefits designed to support your well‑being and work‑life balance. Zones is a Minority Business Enterprise, Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. Zones participates in E‑Verify.
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6 months, 100% remote but must reside within greater Chicago, IL
Hours:
Mon‑Th 7‑5 pm
Pay:
Up to $25/hr
What You'll Do
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 escalatie complex issues to higher‑level support teams or specialists when necessary, ensuring smooth transition and clear communication.
Utilize and contribute to the knowledge base to aid in quicker resolution of common issues.
Maintain a high level of customer service by keeping clients informed of progress and ensuring 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.
What You'll Bring To The Table
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 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.
Team player who works well in a collaborative environment.
Benefits Medical coverage, state‑mandated sick leave, and additional benefits designed to support your well‑being and work‑life balance. Zones is a Minority Business Enterprise, Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. Zones participates in E‑Verify.
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