Analyst, IT Helpdesk
AEG Vision
- Experience
- 4+ yrs
- Location
- Addison, Texas, United States
- Job type
- Full-time
Required skills
- Ticketing System
- Windows
- Microsoft Office
- Remote Support
About the role
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
About AEG Vision
Operates a national network of comprehensive optometry practices.
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