Support Desk Analysis Job Number: 24-01314

Use your skills where innovative technology solutions begin. Eclaro is looking for a Support Desk Analysis for our client in Herndon, VA.
Eclaro s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you re up to the challenge, then take a chance at this rewarding opportunity!
Responsibilities:

• Respond to customer requests for support via telephone, e-mail, or walkups.
• Provide accurate and creative solutions to user problems in a timely manner.
• Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Break / fix support of IT equipment (laptops, desktops, printers, smartphones, and VTC equipment).
• Properly run network and power cables.
• Maintain IT device inventories as instructed by Help Desk Manager.
• Participate in ACD phone call rotation support.
• Proficient in supporting VTC related meetings and equipment.
• Assist in training end users.
• Research and resolve issues in a timely manner in accordance with standards.
• Participate in root cause analysis.
• Escalate problems to appropriate teams based on established guidelines and procedures.
• Participate in team projects that enhance the quality or efficiency of service.
• Respond and resolve issues effectively and efficiently.
• Track unresolved calls.
• Create How To knowledgebase articles.
• Troubleshoot remote connectivity issues for traveling users and remote offices.
• Basic Systems Administration experience (Windows).

Skills:

• Relationship building (people) skills.
• Excellent communication skills (both verbal and written).
• Excellent organizational skills, ability to take technical direction and ability to prioritize tasks.
• Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines.
• Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques.
• Ability to understand and assist in solving network server problems or network infrastructure issues.
• Demonstrable experience in the first level support of laptop and desktop computers.
• Demonstrated problem-solving skills.
• Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients' needs.
• Must possess a motivated and team player work ethic.
• Windows 7, 10
• Basic Mac support
• MS Office 365
• Microsoft Outlook
• Citrix Support
• Remote Access Client
• VPN
• Dell and Microsoft Desktops / Laptops
• Sharp Printers / Copiers
• Smartphone Support
• Good understanding of TCP / IP.
• SCCM Knowledge
• Active Directory Knowledge
• Laptop / Desktop Imaging Experience

If hired, you will enjoy the following Eclaro Benefits:

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro

If interested, you may contact:
Ashly Velasco
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

All the best,

Ashly Velasco

Technical Recruiter

Eclaro

P:

A: 450 7^th Ave, Suite 1102, New York, NY 10123