IT Help Desk Analyst- Farmers Branch, TX #998

IT Help Desk Analyst

Farmers Branch, TX (on-site)

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 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 troubleshooting skills into a role which is always evolving.

Duties and Responsibilities

• Take inbound calls from store locations and create tickets to document support requests.
• Troubleshooting technical issues and documenting the steps in a Request Management system.
• 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 in store physical set up.
• Use Inventory Management system to track assets and prepare them for shipment
• Assist with large-scale IT projects as requested.

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 and MS-Excel.
• Experience in updating technical documentation is required
• Must already have work-from-home capability.
• Must be able to travel within the U.S.

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.
• Warehouse, Inventory, Shipping and Packing skills are a plus

Eyemart Express is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, religion, marital status, pregnancy, sexual orientation, disability, veteran or military status and other personal characteristics protected by law. We are committed to a diverse and inclusive workforce - one that reflects the varied communities where we live and serve. Our work greatly benefits from a range of perspectives, so we encourage you to apply!