Helpdesk Engineer

Job title: Helpdesk Engineer in New York City, NY at Eclaro

Company: Eclaro

Job description: Helpdesk Engineer
Job Number: 25-04243
Use your skills where innovative technology solutions begin. ECLARO is looking for a Helpdesk Engineer 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:

• Seeking a proactive and customer-focused Helpdesk Engineer to join the IT support team.
• This role will focus on providing Tier 1 and Tier 2 support for desktop configurations, Office 365 platform services, and Windows environments.
• Will be the first point of contact for users needing assistance, ensuring timely resolution of issues and maintaining a high standard of service delivery.

Responsibilities:

• Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network-related issues.
• Configure, deploy, and troubleshoot Windows desktops and laptops (Windows 10 / 11).
• Manage and support Office 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Install, configure, and update desktop software, operating systems, and patches as needed.
• Set up and manage user accounts, permissions, and group memberships via Active Directory and Office 365 Admin Center.
• Maintain inventory of IT hardware and software assets.
• Assist with user onboarding / offboarding, ensuring proper equipment setup and access provisioning.
• Escalate unresolved issues to appropriate technical teams and coordinate follow-ups.
• Create and maintain detailed documentation for procedures, known issues, and troubleshooting steps.
• Support and troubleshoot mobile device access to corporate resources (iOS / Android).
• Provide basic network troubleshooting for end-users (Wi-Fi connectivity, VPN access, printer configuration).

Required Qualifications:

• 2-4 years of experience in a Helpdesk, Service Desk, or Desktop Support role.
• Strong hands-on experience with Windows OS (Windows 10, Windows 11) configuration and troubleshooting.
• Proficient in supporting Office 365 suite applications and services.
• Basic understanding of Active Directory, Exchange Online, and cloud authentication (Azure AD is a plus).
• Familiarity with common hardware platforms (laptops, desktops, mobile devices, printers).
• Excellent problem-solving skills with a focus on root-cause analysis.
• Strong verbal and written communication skills; ability to explain technical information to non-technical users.
• Customer service mindset with an emphasis on patience, professionalism, and follow-through.
• Associate or Bachelor's Degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience).

Preferred Experience:

• Experience using helpdesk ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk).
• Basic knowledge of ITIL processes.
• Exposure to remote support tools (e.g., Remote Desktop, Microsoft Endpoint Manager).
• Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or MD-102 (Endpoint Administrator Associate) are a plus.

Pay Rate: $32 - $35 / HourIf 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:
Homer Ballega201-375-9070Equal 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.

Expected salary: $32 - 35 per hour

Location: New York City, NY

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