IT HELP DESK ANALYST – LEVEL 1

• Location: Hybrid (office in Farmers Branch, TX)
• Reports to: Manager, IT Help Desk
• Salary Range: $20-22/hr

JOB DESCRIPTION

Eyemart Express is seeking candidates for a level 1 support position on our growing IT Help Desk team! This candidate will be responsible for supporting 260+ store locations with any application, hardware, and connectivity issues in a Windows environment. The ideal candidate will bring high energy, curiosity, and great troubleshooting skills into a role which is always evolving.

EDUCATION, EXPERIENCE AND ABILITY REQUIREMENTS

• 1 or more years of work experience supporting laptop and desktop applications, hardware issues, and Internet-TCP / IP connectivity in a Windows environment.
• Appropriate training or certification in computer hardware and software
• Incident tracking system experience.
• Must be able to demonstrate proficiency in the use of MS-Word, MS-Excel and Outlook.
• Experience in updating technical documentation is required.
• Must already have work-from-home capability.
• Must be able to travel within the U.S.
• Must be over 18 and legally authorized to work anywhere in the United States without sponsorship

SKILL REQUIREMENTS

• Ability to use remote desktop tools for remote assistance.
• Windows and Apple experience.
• Ability to routinely lift and move equipment up to 50 lbs.
• Excellent listening, written, and verbal communication skills.
• Ability to work well with a variety of individuals in various challenging situations.
• Very detailed in documenting technical issues in e-mail / ticket tracking system.
• Excellent decision-making and problem-solving skills.
• Desire to continue advancing technical skills and knowledge.
• Warehouse, Inventory, Shipping and Packing skills are a plus
  VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing

• Take inbound requests from store locations and Corporate Personnel and create tickets to document support requests.
• Troubleshooting technical issues and documenting the steps in a Request Management system.
• Respond to store requests about new issues and status update requests.
• Assist in setup of store’s technical services.
• Accurately troubleshoot issues using the tools and resources available
• Responsible for creating Vendor service tickets and follow-through to completion.
• Document Issue resolutions in the Help Desk software, for future reference.
• Route calls and escalate issues to other personnel or departments when necessary.
• Build and configure PCs and peripherals, including creating/loading images.
• Perform PC upgrades and hardware maintenance.
• Use Inventory Management system to track assets and prepare them for shipment
• Assist with large-scale IT projects as requested.