Help Desk 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

As a Help Desk Analyst I, you will serve as the initial point of contact for information technology incidents and service requests for internal employees, contractors, and interns. You will provide remote and occasional hands-on support for a range of hardware and software issues, enterprise applications, identity and access services, and network connectivity. Working in a Service Now-driven environment, you will be expected to consistently meet established service level objectives.

Key responsibilities include:

• Diagnosing, troubleshooting, and resolving incidents and service requests for Windows workstations and laptops, Microsoft 365 services, corporate mobile devices (iPads/iOS/Android), Citrix environments, enterprise applications, VPN, and network connectivity.
• Delivering excellent customer service by communicating effectively with employees at all levels—both technical and non-technical—using professional communication, active listening, and problem-solving skills.
• Documenting, tracking, and managing incidents and requests through Service Now, consistently meeting established service level expectations.
• Supporting user onboarding, access provisioning, password resets, MFA enrollment, and related identity and access management processes.
• Utilizing knowledge articles, troubleshooting tools, and established procedures to quickly resolve issues or escal a to higher-level support when appropriate.
• Adhering to company policies, security standards, and data protection requirements to protect company systems and sensitive information.
• Collaborating with Service Desk teammates and other IT support teams to resolve incidents, fulfill requests, and improve overall service delivery.
• Participating in projects, testing, updating documentation, and supporting continuous improvement initiatives as assigned.
• Assisting with the adoption and troubleshooting of approved productivity, collaboration, and emerging workplace technologies.
• Participating in a rotating after-hours on-call schedule to provide support outside core business hours.

• Minimum of two (2) years of experience providing end user support in a Service Desk, Help Desk, Desktop Support, or similar technical support environment.
• Demonstrated ability as a customer-focused professional with strong problem-solving and troubleshooting skills. Must be capable of prioritizing and managing multiple tasks in a fast-paced setting while maintaining a professional and courteous demeanor.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical users.
• Self-motivated, able to work independently and collaboratively within a team-oriented environment.
• Detail-oriented with proven ability to document procedures, analyze issues, and deliver solutions efficiently.
• Strong computer proficiency, including the ability to navigate and manage multiple applications and systems simultaneously.
• The ideal candidate will have working knowledge or experience with:Windows 10 and 11 operating systems
• Microsoft 365 services (Outlook, Teams, One Drive, SharePoint)
• Microsoft Entra  (Azure AD), Multi-Factor Authentication (MFA), and account management/access provisioning
• Service Now for incident, request, and knowledge management
• iOS and Android devices—enrollment, configuration, deployment, troubleshooting, and support
• MDM…