Role Title: IT Service Desk
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Job Summary:
Applies technical knowledge to provide 1st tier support to diagnosis, troubleshoot and resolve network end user application computer software and hardware problems and issues.
Essential Job Duties
• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receives calls from users to resolve simple and complex computer software and hardware problems
• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Other duties as assigned.
Skill/Requirements
• Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill
• Minimum 2 - 5 years or experience in IT Helpdesk Support
• Networking and hardware knowledge
• Thorough understanding of Microsoft products - NOS, OS and other applications
• Excellent customer service skills
• Excellent troubleshooting skills
• Ability to express complex technical concepts effectively, both verbally and in writing
• Remote support experience, a plus