Helpdesk Analyst
EclaroNew York, NY, United States1 day ago
Job type
- Full-time
Job descriptionFirst point of contact for all IT support requests via phone, email, or ticketing system. Log, categorize, prioritize, and assign tickets to IT teams. Perform initial troubleshooting and resolve common IT issues before escalation. Monitor ticket queues to ensure timely response and resolution based on SLAs. Follow up on tickets and coordinate with IT teams to prevent delays. Update users on ticket status and resolution timelines. Document ticket handling, troubleshooting steps, and resolutions. Identify recurring issues and escalate patterns to IT management. Assist in maintaining IT knowledge base with FAQs and guides. Collaborate with IT support teams to improve service efficiency. 2+ years in an IT support / helpdesk role. Experience with Level 1, 2, and 3 support and troubleshooting. Knowledge of ticketing systems (ServiceNow, Zendesk, Jira, etc.). Basic understanding of Windows, macOS, Microsoft 365, and networking fundamentals. Excellent customer service and communication skills. Strong organizational skills with multitasking ability. Detail-oriented with problem-solving skills. Ability to work in a fast-paced environment and meet SLAs. Experience with ITIL practices. Familiarity with Active Directory, VPNs, and remote support tools. Certifications like CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop. Experience in arts or non-profit sectors. 401k Retirement Savings Plan Pre-tax Commuter Benefits Health, Dental, & Vision Insurance options through ECLARO
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Job Overview
Use your skills where innovative technology solutions begin. ECLARO is seeking a Helpdesk Analyst for our client in New York, NY . Our client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals.
Position Overview
- Serve as the central point of contact for IT support requests, ensuring timely ticket management, troubleshooting, and escalation.
- Handle, categorize, prioritize, and dispatch all incoming IT support tickets while providing excellent customer service.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Benefits
Contact
If interested, contact :
Ashly Velasco
Email : ashly.velasco@
Phone : 646-357-1236
LinkedIn : Ashly Velasco
Additional Information
ECLARO is an Equal Opportunity Employer, valuing diversity and complying with all applicable laws.
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Helpdesk Analyst • New York, NY, United States
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