Job Description

IT Service Desk Analyst
Job Number: 21-12278
Use your skills where innovative technology solutions begin. Eclaro is looking for an IT Service Desk Analyst for our client in New York, NY. 
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!
Position Overview:
  • We are currently seeking an experienced IT professional to handle desktop support incidents and service requests submitted by users across our organization. 
  • As a Service Desk Analyst, you will be responsible for installing and troubleshooting all hardware, software, and network related equipment. 
  • Though some work may be done remotely, there is a heavy emphasis on deskside and onsite support as issues assigned are escalated from our Level 1 call center.
  • Customer Satisfaction: Maintain high level of customer service by receiving and handling all tangible issues in a courteous professional manner.
  • Incident and Service Management: Handle assigned Service Desk incidents or service requests.  Escalate and collaborate with our other internal IT groups such as Network, Infrastructure, and Applications accordingly.
  • Asset Management: Maintain inventory of computer equipment during the process flow of new hire, transfer or termination requests.
  • Knowledge Management: Actively participate in the development and documentation of the technical and public Knowledgebase and Training.
Required Skills:
  • Excellent customer service skills and ability to maintain a high level of customer satisfaction
  • Outstanding verbal and written communication skills
  • Strong knowledge of Windows 10 operating system
  • Strong knowledge in Microsoft Office 365 applications
  • Strong knowledge in mobile platforms (Android and Apple iOS)
  • Knowledge of network hardware and concepts (switches, routers, TCP/IP, DNS, WAN, LAN, SMTP, SMB, VOIP)
  • Experience with Active Directory
  • Experience using any kind of incident management systems (ServiceNow (preferred), BMC Footprints/Remedyforce, HEAT) 
  • Experience with Citrix Workspace and supporting thin clients in a Citrix environment is a plus
  • Familiarization with PC imaging and deployment processes (Image, Inventory, Deploy, User Orientation)
  • Must be self-motivated and reliable
  • Bachelor's degree in Computer Science or Information Systems.
  • 2-4 years minimum experience in a related IT position (Service Desk/Deskside Support, Systems Administrator, etc.)
  • Travel to superintendent offices at residential apartment buildings in Brooklyn/Queens may also be required.
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
Ashly Velasco | LinkedIn
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.

Application Instructions

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