Job Description

Technical Support Analyst

Job Number: 21-13586

 

Use your skills where innovative technology solutions begin. Eclaro is looking for a Technical Support Analyst for our client in Schaumburg, IL.

 

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:

  • Will provide moderate to complex system-level support of user operating systems hardware and software tools, including installation, configuration, maintenance, and support of these systems.
  • This role requires working knowledge of end-user computing (laptops, desktops, and thin clients), workplace (e.g. printers, scanners, room schedulers, and conference room audio-visual) and mobile device such as iPhones and Androids.
  • This position is also responsible for the Level 1 monitoring of our systems and alerting infrastructure, as well as performing regular daily checks of workplace technology spaces, and scheduled processes.
  • Properly responds to incoming internal customer requests to ensure that the customer questions and/or issues are answered in a timely manner.
  • This includes receiving, assigning, prioritizing, documenting and actively resolving customer requests, and escalating incidents when considered appropriate and necessary to other IT functional technicians, or to Level 3 support.
  • Problem resolution is expected to be handled following the use of diagnostic and help request tracking tools, as well as require that the individual provide active desktop and end user support.

 

Responsibilities:

  • Respond to incoming customer requests via Help Desk Tickets, phone, email and/or chat sessions, and walk-up inquiries.
  • Engages, coordinates with other IT team members, and/or 3rd party vendors as necessary to troubleshoot/address more complex Level 2 issues related to:
    • Devices/Peripherals: Computing hardware (Dell/Mac), phones (desktop/mobile), operating system (Windows/Mac), and VDI (Citrix).
    • Workplace Technology: Executive support, meeting/training/board rooms, local network, wireless access, digital signage, printers, reception area, temperature scanners, and employee badging system.
    • Messaging/Productivity software: MS Office 2013, MS 0365/Teams, Skype, and/or Zoom
  • Monitors, and manages ticket queues, trends, and service level commitments daily, with a customer-centric and preventative care approach
  • Active support and resolution of Password issues, user lockouts, etc. through to closure to achieve high level of first call (Interaction) closure without the need to create Incidents and assign to Level 2 technicians
  • Workplace Technology Support provide active support for all conference rooms and training rooms audio visual equipment, including setup for meetings and end user support as issues arise
  • Assist with new user creation and troubleshooting of, and not limited to, Active Directory, Exchange, Yealink Phone System, and VDI workstations (Citrix).
  • Desktop Backup; Desktop Security (malware/virus) Management and Monitoring
  • Troubleshoot user issues with desktops, laptops, phones, and mobile equipment
  • Provides project related support to the IT Technical Support Engineer for IT initiatives and/or process improvements.
  • Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.
  • Maintain technical expertise and proficiency with all related and relevant software and computer systems.
  • Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
  • Maintain proactive awareness into, and report ticket and incident trends to root cause and address issues.
  • Communicate professionally and effectively with customers for follow-up when required.
  • Escalate issues and communicate appropriately with IT Department peers and management to ensure customer issues are addressed in a timely manner.
  • Maintain relevant skills and credits via internal support continuing training courses.
  • Follow established department processes and procedures.
  • Perform other duties, including preventative desktop and workplace technology maintenance as assigned.

 

Required Qualifications:

  • Excellent communication (oral and written) skills.
  • Experience providing Level 2 Help Desk and Executive support
  • Strong aptitude in Windows OS repairs, spyware/virus removal, hardware upgrades and troubleshooting
  • Experience with Windows 10
  • Experience supporting Active Directory
  • Experience with Office 365 Suite
  • Basic network knowledge and experience
  • Ability to manage multiple tasks and quickly resolve internal customer issues
  • Ability to quickly triage and prioritize multiple issues based on severity and impact
  • Strong customer service orientation
  • Excellent verbal communication skills
  • Consistent, positive attitude and respect for high quality standards
  • Excellent computer skills for an end user Help Desk support role
  • Ability to make quick, sound judgments when answering questions
  • Proven multi-tasking skills, solid organizational skills
  • Committed to being a team player and having a preventative and proactive mindset
  • Committed to continuous improvement and automation
  • Requires the ability to understand, recall and apply numerous guidelines and procedures
  • Strong analytical and problem-solving abilities
  • Advanced experience with VDI (Citrix) support
  • Ability to present ideas in business-friendly and user-friendly language
  • Familiarity with Linux systems
  • Highly self-motivated and directed, actively volunteers for various projects, tasks and assignments
  • Ability to work effectively within a team and as an individual contributor in a fast- paced changing environment - multi-tasks, prioritizes and meets deadlines in timely manner
  • Requires minimum 2-4 years related work experience, either full or part time, in a similar role.
  • Prefer some college coursework, either Associate or Bachelor degree, or equivalent work experience.

 

Required Skills:

  • Desktop Operating Environment strong experience troubleshooting end user issues with Microsoft Windows 10, Microsoft Office Suite (0365)
  • Experience in an Active Directory environment for Level 2 tasks (password resets, lockouts, new user setup, etc.)
  • Experience working in a desktop environment with virtualized desktops (Citrix or VMware)
  • Experience supporting Printers (networked and locally attached) including toner and supplies management, troubleshooting, etc.
  • Support of remote staff and troubleshooting connectivity issues (VPN, Wifi, Mobile Devices, etc.)
  • Experience supporting Printers (networked and locally attached) including toner and supplies management, troubleshooting, etc.
  • Experience working with and supporting collaboration technologies including Zoom, Skype for Business, and MS Teams.
  • Experience managing assets and surplus inventory (hardware and peripherals)
  • Support of remote staff and troubleshooting connectivity issues (VPN, Wifi, Mobile Devices, etc.)
  • Experience supporting conference room audio technology and displays.

 

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:

Tim Cusick

Tim.cusick@eclaro.com

646-755-9317

Tim Cusick | 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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