Analyst, IT Helpdesk

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

• 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

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

• 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.