Help Desk Analyst I

The Help Desk Analyst I provides support to EyeSouth Partners affiliated businesses under the direction of the Help Desk Supervisor. Under general supervision, this role provides technical software, hardware, and network support to ESP technology users; clearly communicates technical solutions in a user-friendly, professional manner; provides one-on-one end-user training as needed, and performs related work as required.

• Provides day to day support of regional offices for EyeSouth Partners equipment, including network devices, computers and peripherals, camera systems, mobile devices, and any ESP owned technology.
• Provides remote and onsite troubleshooting, installation, and configuration of ESP software and hardware solutions. 
• Proactively reports or address potential issues in offices and remote operations.
• Assists with testing of hardware and software applications.
• Tracks support requests in our ticketing system.
• Identify recurrent issues and proposes solutions.
• Responsible for providing ‘as needed’ technical support to ESP locations.
• Responsible for assisting with inventory control of IT equipment.
• Identifies, diagnoses, and resolves Level I support tickets; document issues and resolutions in the ticketing system.
• Provides one-on-one end-user problem resolution on-site and over the phone/remotely
• Identifies, evaluates and solves end-user workstation problems; supports and trains end-users in a wide range of software applications as needed; works with minimal supervision.
• Contributes to the team effort by completing tasks/projects as needed.

• 1+ years of Information Technology related studies or work experience required.
• Certifications not required however entry level cerfications such as Comptia A+ preferred. 
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
• Team player that develops strong collaborative working relationships with internal partners and can effectively engage and ability to build consensus among cross-functional teams
• Strong problem solving and negotiation skills

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.