30 years ago, Dr. Barnes founded Eyemart Express to deliver everything a patient needs. It started with one friendly shop in Appleton, WI, and has since expanded to over 245 stores in 42 states. Today, Eyemart Express is celebrated for promptly delivering quality eyewear at great prices while maintaining great relationships with optometrists and local communities. We’re not like everyone else—with local labs in stores, eye exams, and same-day delivery on glasses—our customers never miss a moment. Now, you can join one of the nation’s top optical retailers and improve lives by helping people see better.

The Help Desk role will be responsible for supporting 260+ store locations with any application, hardware, and connectivity issues in a Windows environment. The ideal candidate will bring high energy, curiosity, and great troubleshooting skills into a role which is always evolving.

Earning Potential: The earning potential for this role is competitive, inclusive of base pay and bonus.

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.

Requirements:

• 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.
• Apple experience is a plus.
• 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.
• 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

Work Type: Hybrid

At Eyemart Express, we are dedicated to excellence in everything we do. We understand the importance of work-life balance and strive to be as flexible as possible with scheduling needs to ensure our team members can achieve harmony between work and personal life.

If you're ready to join a company that values excellence, invests in your future, and respects your need for balance, submit your resume today! Eyemart Express is where your career takes off.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.