Company Summary:
Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!
Primary Function:
The Service Desk Analyst serves as the primary IT support contact for Zoro employees, responding to inquiries and resolving issues with equipment and applications. To ensure comprehensive solutions, they collaborate with specialized IT teams, leveraging the broader team's expertise when additional support is needed.This role will be reporting to the Sr Manager, End User Computing.
Duties and Responsibilities:
- Act as the first point of contact for IT issues, monitoring and managing the ticketing system for both in-office and remote employees
- Provide Level 1 support for software and hardware issues, including troubleshooting laptops, mobile devices and basic connectivity problems
- Maintain excellent customer service while adhering to IT service management principles and SLAs
- Create and manage user accounts, groups, software licenses and handling password resets
- Document IT processes and provide staff training on various applications and procedures
- Collaborate with wider IT team when escalation is needed
Qualifications:
- High School diploma or equivalent, and/or 1-3 years of work experience in related field
- Familiarity with laptop and desktop hardware
- Strong customer service mindset
- Highly self-motivated and directed, with a keen attention to detail
- Team-oriented and skilled in working within a collaborative environment
- Understanding of ITIL/ITSM
Compensation:
This position is hourly, and the anticipated base pay range per hour is noted below. The range provided is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills. The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.Hourly Range$18.51—$31.68 USDZoro Values and Inclusive Culture: Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued.
We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
