Specialist - Helpdesk - Walman Optical

Requisition ID: 872608 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

​Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

Provide advanced Help Desk services to business units, shared services and vendors, including operational and technical analysis/support for commercial and internally developed applications, Lens production (DVI) operations, network connectivity, end user hardware, and customer interfaces. Analyze and maintain master data for DVI, data warehouse and vendor products.

MAJOR DUTIES AND RESPONSIBILITIES

• Provide prompt, courteous helpdesk agent services to diagnose, resolve or escalate support requests, service catalog requests, ophthalmic production issues and Microsoft 365 concerns
• Provide advanced DVI support to timely analyze and resolve DVI operations and production issues
• Evaluate, test and deploy DVI software releases and data updates
• Accurately document issues and resolutions in the IS Helpdesk system and knowledge base
• Advise, train, coach and mentor IS Operations and Support Specialist I and Walman employees to provide appropriate, accurate problem resolution and ensure a high level of service.
• Assist Optical Help Desk and other embedded support resources with resolution of advanced technical issues
• Analyze and maintain master customer, product and operational data for DVI, data warehouse, vendor products, and customer and vendor interfaces, e.g. RXWizard, Vision Web, Eyefinity, Paradyes, custom customer interfaces
• Verify and maintain lens, coating, frame, accessory, cost, price, vendor, customer, help screen and subcontract master data.
• Ensure cross platform master data synchronization, e.g. DVI, JD Edwards, Data Warehouse, CRM, IS Help Desk and shipping management

BASIC QUALIFICATIONS

• Two-year college/technical school degree and a minimum of four years of relative work experience supporting information services in a multi-site environment; or equivalent combination of education and experience commensurate with position requirements
• DVI software user interface and data proficiency
• Advanced ophthalmic product (lens, frames, coatings, etc.) knowledge
• Optical industry data exchange (VisionWeb, Eyefinity, DVI-RX) familiarity
• Microsoft 365 user support (including multi-factor authorization) experience
• End User hardware configuration and support (PC and iPad) experience
• Complex technical problem analysis and resolution experience
• Broad working knowledge of computer technology, networks and Microsoft products
• Strong customer service and technical support experience
• Strong written and verbal communication skills

Pay Range: 23.87  - 34.43 

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.