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• This is a Mid-level Helpdesk Position that acts as a Level 1 & 2 Desktop Support role for all incoming issues and provides technical assistance to employees and agents.

• Learn and promote all functional aspects of the IT helpdesk via direct training, peer-shadowing, etc.
• Learn and support the environment, infrastructure, and support model.
• Act as Level 1 & 2 Technology Support.
• Address support calls, tickets, and user walk-ins.
• Document calls, incidents, requests, and projects into the ticketing system.
• Distinguish priority between various support calls, online requests, and user walk-ins.
• Troubleshoot hardware, software and copier issues and escalate as necessary (i.e., VPN Technology, Office products, Account lockouts, VoIP Phone technology, Malware Incidents, printing, scanning, network connection, shared drives, A / V technology, etc.).
• Setup mobile email functionality via instructional documentation. (i.e., iPhone, Android).
• Assist with updating and maintaining all desktops, laptops, tablets, mobile devices, and technology peripherals.
• Coordinate PC repairs, software / hardware installations, and device equipment swaps.
• Work closely with Helpdesk Manager and IT team to ensure timely end-user support and quality of service.
• Act as a liaison between support vendors and affiliated company partners as necessary for troubleshooting purposes.
• Set up teleconferencing equipment for meetings.
• Complete morning / afternoon checklists to ensure proper backups and functionality of the systems.
• Verify receipts of shipments, unpack hardware, and ensure proper placement of components.
• Responsible for equipment station moves including PCs, docks, monitors, phones.
• Works with IT staff to maintain loaner laptop fleet and proper stock of imaged backup devices.
• Create and / or update instructional documentation.
• Conduct and coordinate user training on new technologies.
• Participate in and / or lead various IT projects.

• Microsoft Office and Technology proficient.
• One or more years of related experience in a customer service, support, troubleshooting or role that interfaces with individuals and technology.
• Bachelor's Degree in Information Technology, Computer Science, or equivalent education / training.
• Security+ Certification within first year of placement.
• Stellar verbal and written communication skills.
• Multi-tasking and prioritization.
• Organizational skills.
• Attentive to detail.
• Self-sufficient, quick learner.
• Client service oriented.
• Knowledgeable in audio / video teleconferencing software. (i.e., Zoom and Teams).
• Work independently and as part of a team.
• Caring attitude, humble, and willingness to help.
• Flexibility and open to change.
• Strong work ethic.
• Trustworthy, dependable.
• Focused, yet aware of surroundings.
• Follow direction and adhere to security procedures.

• Achieving MCP, MCSA, MCSE, A+, and Network+ Certifications.

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro

heckle.tulab@eclaro.com

About the Company:
Eclaro

Eclaro is a Business and Technology Consulting Firm that connects top talent with opportunities nationwide. We have direct access to Hiring Managers from leading Fortune 1000 organizations in almost every industry segment, with particular expertise in:

Technology and Business Consulting
Financial Services and Insurance
Pharmaceuticals and Life Sciences
Consumer Products, Public Sector, and Utilities

Eclaro provides fully customizable, comprehensive talent acquisition and management of seasoned professionals through a number of business models, including:

Consulting
Professional Hiring
Global Integrated Delivery
Managed Services

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

Eclaros Management Team averages over 25 years of experience in partnering with clients in technical, corporate operations and human capital solutions. We hold ISO 9001:2008 certification and have achieved SOC 2 Type 2 certification in Security, Availability and Confidentiality. Eclaros decades of expertise and collaborative practice have proven that The Right People are The Answer.

Company Size:
500 to 999 employees

Industry:
Staffing/Employment Agencies

Founded:
1999

Website:
(link removed)