The IT Help Desk Analyst person will work with the IT Help Desk team. lead, and manager to work different types of IT help desk ticket requests.
- Field incoming IT help requests from end users via ticketing system and assist in a respectful manner
- Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result
- Maintain excellent customer service over the phone, helpdesk, chat systems, or email
- Ticket escalation resource tier 3/4 for all type of IT Help Desk request
- Diagnostic and repair of supported hardware and software
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform post resolution follow-ups to help requests
- Ensure continued development, improvement, and adherence to IT policies and procedures
- Develop and maintain help sheets and knowledge base articles for end users
- Assist with creation and maintenance of local site IT systems documentation
- Assist with growth and training of new associates to ensure overall team success
- Perform related duties consistent with the scope and intent of the position
Must Haves
- Associate’s degree with 4 or more years of relevant experience
- Higher education may substitute for relevant experience
- Relevant experience may be considered in lieu of required education
- Strong track record of achievement in distributed multi location environments
- Project and task prioritization and overall excellent time management skills
- Superb verbal and written communication skills to work with both internal and external customers
- Exceptional problem solving and analytical skills
- Ability and desire to stay motivated while working in a fast-paced environment
- Ability to work cross-functionally to resolve technical, procedural, and operational issues
- Courteous, polite, and professional demeanor
- Self-starter and Self-managed
- Strong documentation skills
- Ability to manage small IT projects
- Flexibility to travel
Preferred
- Experience in Optometry/Eyecare/Healthcare
- A+ or Net+ Certifications
Physical Demands
- This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
- This position may require lifting of no more than 20 pounds.
Benefits*
- 401(k) with Match
- Medical/Dental/Life/STD/LTD
- Vision Service Plan
- Employee Vision Discount Program
- HSA/FSA
- PTO
- Paid Holidays
*Benefits applicable to full Time Employees only.