Join a high-growth company as an IT Service Desk Technician with progression potential.  For this role, you must demonstrate excellent critical thinking skills to troubleshoot and solve software and hardware technical issues. You must also exhibit effective communication skills to ask diagnostic questions, understand the problem and explain its solution.

Responsibilities

  • Serve as first point-of-contact for a wide range of customers seeking technical assistance via phone or email
  • Respond quickly to technical problems, user inquiries and technology requests
  • Identify and assess technical issues through remote troubleshooting, creative problem solving, and diagnostic questioning
  • Learn and understand implemented applications, enterprise software, and technology infrastructure
  • Determine solutions based on technical knowledge and details gathered from customer
  • Walk customer through the problem-solving process, including reseating cables and software changes
  • Train customers on enterprise applications and provide accurate information about Information Technology products and services
  • Determine if an issue must be escalated and direct to the proper next level of support
  • Record incidents, troubleshooting steps and resolution in an IT service management tool
  • Create and update troubleshooting documentation
  • Oversee incidents or requests, keeping customer informed of status and resolution
  • Form partnerships with other IT department personnel to provide the best assistance
  • Follow ITIL processes for incident and problem management
  • Balance creative thinking, customer service, collaboration and technical skills to resolve
  • Meet or exceed standard service desk metrics

Expectations

  • Prepared to work weekends as needed
  • Ability to work over 40 hours to meet business needs
  • Willingness to train and learn industry knowledge
  • Strong aptitude for managing time and responsibilities
  • Capability to share positive attitude with customers and team

Skills and Competencies

  • Problem Solving
  • Critical Thinking
  • Troubleshooting
  • Customer Oriented
  • Communication Skills (Written and Oral)
  • Team Collaboration
  • Learning on the Fly
  • Integrity
  • Dealing with Ambiguity
  • Self-Driven
  • Goal-Oriented
  • Comfortable with Change
  • Professionalism

 

Required

  • High School Diploma or equivalent

Preferred

  • Bachelor’s degree
  • Leadership experience
  • Technical skills/background
  • Knowledge management/documentation proficiency
  • Training knowledge
  • ITIL familiarity or certification
  • Microsoft 7/10, Excel, Google Suite
  • Healthcare and/or Retail background

 Physical Demands

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 customers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

THE COMPANY
 
EyeCare Partners(ECP) is a St Louis, Missouri based operator of independent optometry and ophthalmology practices throughout Missouri, Illinois, Ohio, Kentucky, North Carolina, Alabama, Georgia and Florida.  EyeCare Partners will generate 2017 run rate revenues of $445M, has quadrupled in the last 20 months and continues to grow through the acquisition of a new practice every week. The Company is one of the leading optical care providers in the country, operating nearly 250 offices under several leading regional brands.   The company is a growing family of independent primary eyecare practices which operates over 250 locations under several leading regional brands: Clarkson Eyecare, EyeCare Associates (ECA), eyecarecenter (ECC), Thoma & Sutton (T&S), Quantum Vision, The EyeDoctors (TED), John Kenyon, Alabama Vision Centers and others.
 
The company is backed by a leading middle-market private equity firm which invested in the company in April 2015.
 
EyeCare Partners acquires successful independent primary eyecare practices, located in urban and outlying rural markets. 

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is occasionally required to stoop, kneel, crouch or crawl. 

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 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.

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