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Helpdesk Analyst – Level 1

Job ID: 1041441 Date Posted: 05/13/2019

Farmers Branch, TX

Job Description

Helpdesk Analyst – Level 1

Dallas, TX

Job Description

Eyemart Express is seeking candidates for a level 1 support position on our growing Helpdesk team! This candidate will be responsible for supporting 200+ store locations with any application, hardware, and connectivity issues in a Windows environment. Technical issues mainly involve a store’s application support, email, printing and printer set-up, network connectivity, and Internet connections. The ideal candidate will bring high energy, curiosity, and great customer service skills into a role which is always evolving.

Duties and Responsibilities

  • Take inbound calls from store locations and create tickets to document support requests.
  • Respond to store emails about new issues and status update requests.
  • Assist in setup of store’s technical services.
  • Accurately log issues, understand and interpret the problem or question presented.
  • Responsible for creating vendor service tickets and follow-through to completion.
  • Serve as liaison between staff and IT department.
  • Document resolutions 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.
  • Assist with large-scale IT projects as requested.

Education and Experience Requirements

  • 1 or more years of experience supporting laptop and desktop applications, hardware issues, and Internet-TCP / IP connectivity in a Windows environment.
  • Incident tracking system experience.

Skill Requirements

  • Ability to use remote desktop tools for remote assistance.
  • Windows 7 / 8 / 10 OS 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.