Support Center Analyst

Support Center Analyst
Job Number: 25-04103

Use your skills where innovative technology solutions begin. ECLARO is looking for a Support Center Analyst for our client in Minneapolis, 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 Support Center Analyst II is responsible for supporting Company's users requiring assistance with technology and serves as an internal resource for escalations and advanced expertise.
• Occasional remote support or travel is required to serve hybrid office work and geographically dispersed locations.
• A strong technical background combined with customer service experience is required, as well as problem solving and the ability to motivate the team to achieve specific goals.
• Ensure high quality technical support while maintaining or exceeding service levels and KPI/QA targets.

Pay Rate: $32.00 - $35.00/Hour

Responsibilities:

• Monitor and respond to support requests through phone, walk-up, email, and self-service ticketing.
• Collaborate with internal team members, and external groups to triage and troubleshoot issues, serving as a subject matter expert or escalation point for advanced issues.
• Track and document work performed in an ITSM tool (Atlassian Jira Service Management.)
• Work independently with minimal oversight.
• Support enterprise software including Microsoft Windows, Mac OS, O365, Okta, SharePoint, Jamf, Apple iOS and Android.
• Obtain and maintain advanced training/certifications (MD-102, ACMT, ITIL, HDI, etc.)
• Create and maintain knowledgebase articles and provide training to both users and colleagues.
• Assist and contribute to vendor management efforts.
• Organize or lead technical project work as needed.

Required Qualifications:

• Bachelor's degree in a computing-related field or equivalent work experience.
• Strong verbal and written communication, time management, and customer service skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Pursues and adapts to input and feedback.
• Demonstrated understanding of, sensitivity to, and respect for the mission and traditions of the Company.
• Relationships:
  • Builds trusting and productive relationships. (Maximizes Relationships)
  • Supports and collaborates with others. (Cultivates Teamwork)
  • Draws on self and interpersonal awareness to navigate people and situations. (Manages Impact)
  • Pursues customer input and feedback and adapts accordingly. (Customer Centricity)
• Results:
  • Maintains perseverance in the face of obstacles. (Demonstrates Resilience)
  • Persistent in working through tasks and following through on obligations. (Executes Work)
  • Sets and tracks ambitious goals and strives for excellence. (Drives Results)
• Insights:
  • Thinks deeply and broadly to identify opportunities. (Thinks Strategically)
  • Identifies solutions and finds a way forward when faced with new and unfamiliar situations. (Navigates Ambiguity)
  • Thinks through problems and leverages relevant information to draw conclusions. (Solves Problems)
• Leadership:
  • Models a willingness to take risks and do things differently. (Pursues Change)
  • Communicates thoughts and feelings in an authentic, genuine, and expressive manner. (Displays Courage)
  • Makes decisions and provides direction to and/or influence on others. (Directs Others)
  • Provides coaching and supports the development of individuals and teams to maximize performance and growth. (Develops Talent)
• Valuing Differences:
  • Seeks to understand the value that different perspectives and cultures bring to an organization. (Empathy)
  • Recognizes own biases and blind spots, making an effort to mitigate their impact. (Self-Awareness)
  • Incorporates others' diverse experiences, styles, backgrounds and perspectives to get results. (Inclusive Mindset)

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:
Tim Cusick


Tim Cusick LinkedIn

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.