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 (Intermediate Information Systems Specialist)

Location Information  

Washington, DC
Full-time, onsite
1st Shift, Monday through Friday
Performance period through end of 2026, with possible extension

Position Responsibilities:

The Desktop Support Analyst is responsible for providing Tier 2 support to end users within a large-scale, service-oriented enterprise IT environment. This hands-on role involves troubleshooting, diagnosing, and resolving technical issues with desktops, laptops, printers, and peripherals, as well as network connectivity, VPN, and application matters. The position also supports hardware deployment, asset management, and inventory activities while adhering to established IT service management processes.

Major responsibilities of the position include:

• Deliver Tier 2 support for desktops, laptops, printers, peripherals, Microsoft Windows (10/11), Microsoft 365, and other enterprise technologies.
• Troubleshoot and resolve hardware issues, including components such as motherboards, hard drives, memory, and related equipment.
• Install, configure, image, deploy, maintain, and support Windows 10/11 systems in a client/server environment.
• Open, document, and resolve support cases using enterprise ITSM tools (e.g., ServiceNow), leveraging dashboards and queues for effective incident management.
• Participate in hardware asset management, inventory control, equipment deployment, returns, and exchanges, handling logistics according to documented processes.
• Coordinate directly with OEM technical support organizations for hardware troubleshooting, warranty claims, and equipment exchanges or returns.
• Provide high-quality technical support to all user levels, including executive staff, ensuring a prompt and customer-focused approach.
• Diagnose Level 1 network connectivity and VPN issues, escalating when necessary to appropriate technical teams.
• Offer support for smartphones and tablets, including iPhones and iPads.
• Maintain detailed, accurate documentation following standard operating procedures and asset-management requirements.
• Communicate promptly and clearly with customers via phone, Microsoft Teams, email, and in-person interactions, ensuring proper documentation of technical issues and resolutions.
• Utilize Microsoft Excel and SharePoint for planning, tracking, documenting, and executing support and operational activities.
• Collaborate closely with internal customers, infrastructure teams, service desk personnel, vendors, and other technical support organizations.
• Be available for inclusion in on-call rotations, as well as providing occasional weekend, overtime, or travel coverage as operationally required.

Essential Skills, Experience

• U.S. Citizenship is required.
• At least 5 years of overall IT experience, including a minimum of 5 years dedicated to desktop support and hardware troubleshooting.
• Proven experience managing support cases using enterprise IT service management (ITSM) platforms such as ServiceNow, including dashboard and queue management.
• Hands-on technical expertise with computer hardware (diagnosing and replacing components such as motherboards, hard drives, RAM) and peripherals/printers.
• Strong skills in installing, configuring, imaging, deploying, and supporting Windows 10/11 systems in a client/server environment.
• Experience supporting enterprise applications, including Microsoft 365, and proficiency with computer imaging and hardware deployment tools.
• Experience working directly with OEM technical support (initiating tickets, handling warranty claims, returns, and equipment exchanges).
• Knowledge of hardware asset management, inventory, and equipment logistics.
• Demonstrated Level 1 troubleshooting for network connectivity and VPN issues.
• Support experience for smartphones and tablets (iPhone/iPad).
• Proficiency with Microsoft Excel (formulas, lookups, conditional statements) and using SharePoint for planning, documentation, or operational tasks.
• Strong commitment to customer service, including delivering support to executive users and the ability to communicate clearly with all levels of staff.
• Excellent written and verbal communication skills, with a track record of effective documentation and adherence to standard operating procedures.
• Strong analytical, troubleshooting, and problem-solving ability.

Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, or a related field is highly desirable.
• Experience with ServiceNow Hardware Asset Management is an advantage.
• Familiarity with the HP Warranty portal or similar OEM warranty management tools preferred.
• Background supporting or administering mobile devices via Microsoft Intune is beneficial.
• Relevant certifications such as CompTIA A+, MCDST, MTA, MOS, or similar are 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
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