Desktop Support Analyst

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title:   Desktop Support Analyst

Location Information  

Hybrid – Kansas City

Position Responsibilities:

– Provide troubleshooting and technical support for end-user computing environments, including in-office and remote locations (MO, NY, DC, and home offices). Supported technologies include VMWare (for VDI restarts and disconnects), MS Windows, MacOS, laptops, PC hardware, MS Office 365, SCCM Self-Service Software Portal, Active Directory (user updates and password resets), Multifunction Printers, and various productivity software (Adobe Acrobat, Cisco Webex, Slack, etc.).
– Troubleshoot complex technical issues, escalating when necessary and working under supervision as needed.
– Deliver hands-on and remote technical support to end-users through phone, in-person, and Slack communications. Accurately document all support interactions and findings in the Jira Service Desk Ticketing system.
– Provide technical support during meetings and participate in after-hours, on-call rotation as required.
– Support end-user onboarding by distributing equipment, assisting with login setup, and providing first-time user instructions for new hires.
– Maintain a hybrid work schedule, with a requirement to work in the business office at least two days per week or as directed by management.
– Handle sensitive information (such as social security numbers, driver’s license numbers, credit card data, passwords, or other confidential data) responsibly, safeguarding privacy and immediately reporting any misuse to management.

Essential Skills, Experience

– Demonstrated excellence in customer service with a focus on responsiveness and user satisfaction.
– Strong ability to function and collaborate within a team environment.
– Advanced knowledge of Microsoft Office applications and Microsoft Active Directory.
– Proficiency with ticketing processes and service desk applications (such as Jira Service Desk).
– Experience troubleshooting a range of issues relating to software, connectivity, and hardware for both Windows and MacOS systems.
– Experience supporting a broad user base in a technical support or desktop support capacity.

Qualifications:

– Completed training course in Desktop Support or equivalent professional experience in a desktop support or technical support role preferred.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law
This Organization Participates in E-Verify

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