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:Term: 1+ year Location: Portland, ORPay: $25.00 - $30.00; commensurate with experienceHours: 8:00 AM – 5 :00 PM As a Level 2 Help Desk Support Analyst, you will serve as a critical escalation point within the IT support organization, providing advanced technical support to ensure our global teams remain productive and connected. This role goes beyond first-line troubleshooting, focusing on deeper issue resolution, root cause analysis, and collaboration with infrastructure, security, and application teams.What you will do as the Level 2 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.
Serve as a Tier 2 escalation point for unresolved technical issues
Diagnose and resolve complex hardware, software, and network issues
Provide advanced support for Microsoft 365, Teams, VPNs, and remote access
Troubleshoot Active Directory, permissions, and access issues
Support enterprise applications including SAP and proprietary systems
Perform root cause analysis and recommend long-term solutions
Assist with device provisioning, imaging, and deployments
Support onboarding, offboarding, and role changes
Document incidents and resolutions in ITSM tools such as ServiceNow
Create and maintain knowledge base articles and SOPs
Mentor Level 1 Help Desk Analysts
Collaborate with global IT, infrastructure, and security teams
What you will bring to the team:
3–5 years of IT Help Desk or Desktop Support experience
Strong experience with Windows and macOS
Advanced Microsoft 365 and Active Directory knowledge
Solid understanding of networking fundamentals
Experience with ITSM and endpoint management tools
Excellent communication and problem-solving skills
Preferred Qualifications
Experience with SAP or retail POS systems
Exposure to cybersecurity and endpoint protection concepts
Experience supporting global enterprise environments
IT certifications such as CompTIA, Microsoft, or ITIL
Multilingual capabilities
#LI-TB1Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team.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. 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 and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.
