An IT Application Support Tech must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Serve as the second point of contact or escalation for internal customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions (I.E. medical equipment support, system integration, servers, operating systems, software installation, etc.)
Determine the best solution based on the issue and details provided by internal customers
Walk the internal customer through the problem-solving process
Provide accurate information on IT products or services
Direct unresolved issues to
Record events and problems and their resolution in call management system
Follow-up and update internal customer status and information
Development and support of knowledge and abilities for the team
Escalate tickets to support teams as appropriate
Audit tickets, including first call resolution follow up and confirmation
Suggest possible improvements on procedures and communicate process improvement to the team
Other Skills and Abilities
Good understanding of computer systems and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Ability to work weekends
Desire to gain industry knowledge and training
Demonstrates initiative in accomplishing goals
Ability to grow, adapt, and accept change
Consistently creating a positive work environment by being team-oriented
Commitment to work over 40 hours to meet the needs of the business
Ability to interact with all levels of employees in a courteous, professional manner at all times
Education and/or Experience
High School Diploma or equivalent required. Bachelors Degree and/or 2-4 years of experience in like position preferred.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee is frequently required to stand, walk, and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Also, this role requires employees to analyze/evaluate information and communicate with internal end users. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
If you need assistance with this application, please contact (636) 227-2600
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Please do not contact the office directly – only resumes submitted through this website will be considered.