Helpdesk Analyst
Job Number: 25-03890
Job Number: 25-03890
Use your skills where innovative technology solutions begin. ECLARO is looking for a Helpdesk 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:
- Helpdesk Analyst: Serve as the central point of contact for IT support requests, ensuring timely ticket management, troubleshooting, and escalation.
- Responsible for handling, categorizing, prioritizing, and dispatching all incoming IT support tickets while providing excellent customer service.
Key Responsibilities:
- Serve as the first point of contact for all IT support requests via phone, email, or ticketing system.
- Accurately log, categorize, prioritize, and assign tickets to the appropriate IT teams.
- Perform initial troubleshooting and resolution for common IT issues before escalation.
- Monitor ticket queues to ensure timely response and resolution based on service-level agreements (SLAs).
- Follow up on outstanding tickets and coordinate with IT teams to prevent delays.
- Provide end users with updates on ticket status and resolution timelines.
- Maintain detailed documentation of ticket handling, troubleshooting steps, and resolutions.
- Identify recurring issues and escalate patterns to IT management for further analysis.
- Assist with IT knowledge base documentation by creating and updating FAQs and guides.
- Collaborate with IT support teams to streamline ticketing processes and improve service efficiency.
Required Qualifications:
- 2+ years of experience in an IT support/helpdesk role.
- Level 1, Level 2, and Level 3 support with excellent troubleshooting skillsets.
- Strong knowledge of ticketing systems (ServiceNow, Zendesk, Jira, or similar).
- Basic understanding of Windows, macOS, Microsoft 365, and networking fundamentals.
- Excellent customer service and communication skills.
- Strong organizational skills with the ability to multitask and manage priorities.
- Detail-oriented with strong problem-solving and analytical abilities.
- Ability to work in a fast-paced environment and meet service-level expectations.
Preferred Qualifications:
- Experience with ITIL best practices for IT service management.
- Familiarity with Active Directory, VPNs, and remote support tools.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator Associate.
- Experience with a performing arts or not-for-profit organization.
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@eclaro.com
6463571236
Ashly Velasco | LinkedIn
Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.
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