Helpdesk Analyst

ECLARO is a company that delivers talent. We provide fully customizable, comprehensive talent acquisition and management of seasoned professionals through a number of business models, including: Consulting, Professional Hire, Global Integrated Delivery and Managed Services. 

 Kindly email with a Word resume along with the position ID number, your hourly rate and availability.

Helpdesk Analyst

Chicago, IL 60606

22-03514

SUMMARY

• 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

Critical 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, 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

Important Responsibilities

• 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)
• Knowledge, Experience, and Competencies Minimum requirements for competent performance of the job.

Experience

• 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
• Flexible work schedule
• Core Competencies
• 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

ECLARO is a company that delivers talent. We provide fully customizable, comprehensive talent acquisition and management of seasoned professionals through a number of business models, including consulting, Professional Hire, Global Integrated Delivery and Managed Services.

ECLARO recruits and manages a staff of highly skilled individuals in an array of specialized disciplines. This approach enables our clients to leverage new opportunities, respond to increased and changing demands and increase their profitability.

Please visit ;/a> to see why the Right People are The Answer.

Specialties: Customized solutions for Human Capital and Talent Acquisition, Permanent placement and retained search, Recruiting, Staff Augmentation, Contract Labor, Managed Services, RPO, MSP, VMS, IT solutions, management and support, offshore business process outsourcing.

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.

Website: ;/a>

Industry: Staffing and Recruiting

Type: Privately Held Company

Size: 501-1000 employees

Founded: 1999