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Service Desk Technicians

Company: Eclaro
Location: Eden Prairie
Posted on: January 26, 2023

Job Description:

Service Desk Technicians

Job Number: 22-06082


Use your skills where innovative technology solutions begin. Eclaro is looking for a Service Desk Technicians for our client in Eden Prairie, MN. -


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:

The Tier 1 Service Desk Technician position's primarily responsibility is to provide first level support.
An IT Professional (L1) serves as the first point of contact for incoming support requests and is responsible for gathering the information necessary to triage a problem and create a ticket.
They must support users remotely, through a variety of methods, and offer both how-to style guidance as well as basic troubleshooting and problem solving for technical issues.
An IT Professional must not only have good technical knowledge, but excellent customer service and communication skills as well as patience when dealing with difficult or frustrated end users.
Work includes requests and issues that are isolated to a single computer or user and that can typically be solved within about 15 minutes to 1 hour.
This includes, but is not limited to, basic how-to and user education; password resets and login issues; software installs, updates and upgrades; remote hardware diagnosis and troubleshooting; and printer troubleshooting and installs.



Technician-level tasks and responsibilities as required- Answering incoming phone calls.
Creating, updating, and managing tickets in the PSA.
Providing support either onsite or remotely via phone, email and using the RMM.
Maintain documentation.
User guidance and how-to's.
Password resets, assistance with login issues.
Software installs, updates and upgrades.
Remote hardware diagnosis and troubleshooting.
Printer troubleshooting and installs.
Reactionary response to ISP outages as part of overall team plan.
Escalation of more complex or critical issues to other tiers.



High school diploma or equivalent.
Strong organization and time management. Strong troubleshooting, diagnostic, and problem-solving skills.
Detailed knowledge of computer hardware, Windows operating systems, and software.
Solid understanding of networking concepts.
Strong customer service and communication skills, with outgoing personality.
Self-starting, and the ability to take direction and work as part of a team.
Willingness to learn.


Preferred Skills:

CompTIA A+ Certification CompTIA Network+ Certification Prior help desk, ticketing, and remote support experience.
Prior familiarity with ServiceNow for ticketing


If 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:

Ashly Velasco



Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Keywords: Eclaro, Eden Prairie , Service Desk Technicians, Other , Eden Prairie, Minnesota

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