Help Desk Analyst L1
About The Position
As a Help Desk Support Analyst, you’ll play a key role in ensuring our global teams have the technology they need to innovate, collaborate, and deliver exceptional experiences to our customers and athletes worldwide. You’ll provide first-line technical support, troubleshoot issues, and contribute to a seamless IT environment that powers our mission. What you will do as the Help Desk Support Analyst: 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.
Requirements
- 1-3 years of experience in a help desk or IT support role.
- Proficiency with Windows and/or macOS operating systems, Microsoft Office Suite, and basic networking concepts (e.g., Wi-Fi, VPN).
- Familiarity with IT ticketing systems and remote support tools (e.g., TeamViewer, SCCM).
- Strong communication skills, with the ability to explain technical concepts to non-technical users in a clear, patient manner.
- A problem-solving mindset and a passion for delivering excellent customer service.
- Ability to work in a fast-paced, team-oriented environment with a global scope.
Nice To Haves
- Experience with SAP, retail POS systems, or multilingual skills (e.g., English plus German, Spanish, etc.), given international presence.
Responsibilities
- Respond to incoming queries from employees via phone, email, or ticketing systems, resolving technical issues related to hardware (e.g., laptops, desktops), software (e.g., Microsoft Office, SAP, or proprietary tools), and network connectivity.
- Perform initial troubleshooting and diagnostics, escalating complex issues to higher-tier IT teams when necessary.
- Assist with onboarding new team members by setting up accounts, configuring devices, and providing basic IT training.
- Maintain accurate records of incidents and resolutions in a service management system (e.g., ServiceNow or similar).
- Support remote and hybrid work environments, ensuring tools like VPNs, collaboration platforms (e.g., Microsoft Teams), and mobile devices function effectively.
- Contribute to knowledge base articles or FAQs to empower self-service solutions for common issues.
- Stay updated on IT systems, new product releases, and emerging technologies to provide proactive support.
- Collaborate with global IT teams to ensure consistent service delivery across regions.
Benefits
- Zones offers a comprehensive Benefits package
- As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
