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Help Desk Analyst - Level 1

Job ID: 887962 Date Posted: 10/15/2018

Farmers Branch, TX

Job Description

Help Desk Analyst - Level 1

Dallas, TX

Job Description

Eyemart Express is seeking candidates for a level 1 support position on our growing Help Desk. This candidate be responsible for supporting all store locations with any application, hardware and connectivity issues with Windows environments. Technical issues mainly involve stores and associates 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 stores and associates.
  • Respond to store and associate emails.
  • Assist in setup of stores and associates technical services.
  • Accurately log issues, understand and interpret the problem or question presented.
  • Responsible for creating vendor service tickets and follow-through to completion.
  • Assist stores and associates in any non-IT concerns they may have.
  • 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.

Skill 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.
  • Ability to use remote desktop tools for remote assistance.
  • Windows XP / 7 / 8 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.