Helpdesk Analyst Level 1
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 stores 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 stores 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.