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# Analyst, IT Helpdesk

- **Company:** AEG Vision
- **Location:** Dallas, TX, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Information Technology
- **Published:** May 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=847de254cce7642a

## About the Role

Do you have experience in Technical writing?, Do you have a Associate's degree?, Must Haves

 * Associate's degree with 4 or more years of relevant experience
 + Higher education may substitute for relevant experience
 + Relevant experience may be considered in lieu of required education
 * Strong track record of achievement in distributed multi location environments
 * Project and task prioritization and overall excellent time management skills
 * Superb verbal and written communication skills to work with both internal and external customers
 * Exceptional problem solving and analytical skills
 * Ability and desire to stay motivated while working in a fast-paced environment
 * Ability to work cross-functionally to resolve technical, procedural, and operational issues
 * Courteous, polite, and professional demeanor
 * Self-starter and Self-managed
 * Strong documentation skills
 * Ability to manage small IT projects
 * Flexibility to travel

Preferred

 * Experience in Optometry/Eyecare/Healthcare
 * A+ or Net+ Certifications

Physical Demands

 * This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
 * This position may require lifting of no more than 20 pounds.

## Description

The IT Help Desk Analyst person will work with the IT Help Desk team. lead, and manager to work different types of IT help desk ticket requests.

 * Field incoming IT help requests from end users via ticketing system and assist in a respectful manner
 * Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result
 * Maintain excellent customer service over the phone, helpdesk, chat systems, or email
 * Ticket escalation resource tier 3/4 for all type of IT Help Desk request
 * Diagnostic and repair of supported hardware and software
 * Identify and learn appropriate software and hardware used and supported by the organization
 * Perform post resolution follow-ups to help requests
 * Ensure continued development, improvement, and adherence to IT policies and procedures
 * Develop and maintain help sheets and knowledge base articles for end users
 * Assist with creation and maintenance of local site IT systems documentation
 * Assist with growth and training of new associates to ensure overall team success
 * Perform related duties consistent with the scope and intent of the position


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