Help Desk Analyst jobs in United States
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Eyemart Express · 21 hours ago

Help Desk Analyst

positionFarmers Branch, TX
timeFull-time
remoteHybrid
seniorityEntry Level
date1+ years exp

Eyemart Express is a leading optical retailer known for delivering quality eyewear and exceptional customer service. The Help Desk Analyst role involves supporting over 260 store locations with application, hardware, and connectivity issues in a Windows environment, ensuring efficient operations and customer satisfaction.

E-CommerceEyewearRetail

Responsibilities

Take inbound requests from store locations and Corporate Personnel and create tickets to document support requests
Troubleshooting technical issues and documenting the steps in a Request Management system
Respond to store requests about new issues and status update requests
Assist in setup of store’s technical services
Accurately troubleshoot issues using the tools and resources available
Responsible for creating Vendor service tickets and follow-through to completion
Document issue resolutions in the Help Desk software, 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
Use Inventory Management system to track assets and prepare them for shipment
Assist with large-scale IT projects as requested

Qualification

Windows environment supportComputer Hardware certificationIncident tracking systemRemote desktop toolsMS-Word proficiencyMS-Excel proficiencyMS-Outlook proficiencyTechnical documentationCustomer service skillsCommunication skillsProblem-solving skillsAttention to detail

Required

1+ years of work experience supporting laptop and desktop applications, hardware issues, and Internet-TCP / IP connectivity in a Windows environment
Appropriate training or certification in Computer Hardware and Software
Incident tracking system experience
Must be able to demonstrate proficiency in the use of MS-Word, MS-Excel and Outlook
Experience in updating technical documentation is required
Must already have work-from-home capability
Must be able to travel within the U.S
Ability to use remote desktop tools for remote assistance
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

Preferred

Apple experience is a plus
Warehouse, Inventory, Shipping and Packing skills are a plus

Benefits

Vision Insurance
Dental Insurance
Matching 401(k)
Short-Term and Long-Term Disability
Life Insurance

Company

Eyemart Express

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Eyemart Express is an optical retailer that provides quality prescription eyewear to consumers at competitive prices and on the same day.
dateFounded in 1990
location
Farmers Branch, Texas, USA
people-size1001-5000 employees
web-link
http://www.eyemartexpress.com

Funding

Current Stage
Late Stage
Total Funding
unknown
Key Investors
Leonard Green & Partners
2024-10-08Acquired
2020-10-13Private Equity
2014-11-25Private Equity

Leadership Team

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Jason Shanks
General Counsel
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Katy Hanson
Chief Marketing & Merchandising Officer
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Recent News

PR Newswire
Eyemart Express Donates Nearly $100,000 Worth of Eyewear to Support Arizona Children in Need
2025-10-09
PR Newswire
Eyemart Express Teams Up with "The Jennifer Hudson Show" to Surprise Teachers
2025-09-29
Morningstar.com
AM Best Removes From Under Review With Developing Implications and Affirms Credit Ratings of Vision Service Plan and Its Subsidiaries
2025-07-09
Company data provided by crunchbase