Analyst, IT Helpdesk

AEG Vision•Dallas, TX

18h•Onsite

About The Position

The IT Help Desk Analyst will work with the IT Help Desk team, lead, and manager to handle different types of IT help desk ticket requests. This role involves fielding incoming IT help requests, documenting information, maintaining excellent customer service, and acting as a tier 3/4 escalation resource. The analyst will also be responsible for diagnosing and repairing hardware and software, identifying and learning organizational systems, performing post-resolution follow-ups, and ensuring adherence to IT policies. Additionally, the role includes developing knowledge base articles, assisting with site documentation, and contributing to the training of new associates.

Requirements

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

Nice To Haves

Experience in Optometry/Eyecare/Healthcare
A+ or Net+ Certifications

Responsibilities

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