Service Desk Analyst

Service Desk Analyst

Location:

Buffalo, NY, United States

Salary Range: USD 16.00–18.00 Hourly

Date Posted:
Feb 14, 2026

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 Linked In and Facebook.

This position is work from home but employees must reside in the state of New York during their employment. The Service Desk Analyst will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Technical Support Analyst will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary.

You may also install, configure, administer, support and analyze the network status monitoring tools. We provide 24/7 support and offer 1 st , 2 nd and 3 rd shift schedules with the opportunity for advancement

The requirements 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. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Perform 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.
• Perform callbacks as required
• Identify and/or coordinating hardware and software requests and offering solutions for customer accounts
• Act as a subject matter expert (SME) across limited subject areas.
• Train and mentor other service desk associates as needed

• High School Diploma/GED or equivalent experience
• Ability to learn and become knowledgeable of customer products and services
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• 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

Qualified candidates can expect an hourly wage range of $16.00 - $18.00 per hour

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, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to…