What are the responsibilities and job description for the IT Support Technician, Executive and Office Services position at MyEyeDr?

Description

About the role

The IT Support Technician, Executive and Office Services works as a part of an associate support team within the IT Department. They are responsible for providing remote and on-site technical support for a multiunit optometry company based in Vienna, VA.

Reporting to the Sr. Manager, IT Operations & Support, they will provide on-site support for the Executive and Senior Leadership team at our Home Office location as well as support end-user for our clinical offices.

You Will

Communicate with Senior Leadership Members, as well as all other associates, to resolve reported incidents and exhibit exceptional patience and professionalism.
Directly interface with Executives and Senior Leadership on a daily basis, in-person / on-site, at our Home Office.
Strategically analyze complex service request to resolve in a time efficient manner.
Support on-site Network and A / V system setup in business environments at our Home Office Location.
Collect, provide, and maintain detailed records in service requests regarding actions taken to resolve.
Install and configure Desktop / Laptop PCs and peripherals such as printers and USB connected devices.
Configure and support mobile devices such as iOS (iPhone and iPads) and support Android mobile phones.
Troubleshoot hardware and network connectivity issues at an advance level.
Troubleshoot and document resolution of Windows Operating System and MacOS Issues.
Effectively and efficiently be able to multi-task with vendors and associates.
Support escalation process by working on service requested escalated by fellow IT Support Technicians.
Escalate service requested to Management in a timely manner when needed.
Work with vendors to ensure associate resources are available.
Work with management on priority service request and projects.
Train Associates as needed on how to access company digital services and resources.
Help create SOP's to support team in resolution of service request.
Provide leadership with feedback regarding high-interest areas of concern for associates and frequently encountered challenges.

About You

High School Diploma or equivalent is required.

Associate or Bachelor's degree in a computer related field is preferred, or the equivalent combination of education, training and experience

3 Years minimum experience in an enterprise helpdesk or computer support environment with previous leadership experience reporting to management.

Experience serving as an IT Support Tier 2, Senior IT Tech, and / or Executive IT Support in an enterprise IT environment is preferred.

Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.

Confident self-starter, compassionate, and capable of building and maintaining valuable relationships at all organization levels including Executive and Senior Leadership team.

Excellent strategic and tactical planning skills, prioritizing service based on end-user and business impact with a focus supporting Executive and Senior Leadership team as well as Home Office end-users.

Can-do attitude, find creative solutions where necessary, and follow-through on issues until a successful resolution is achieved.

Ability to work in deadline-driven environment providing prompt and efficient support to Executive and Senior Leadership team members.

Familiarity with the ITSM application, such as RemedyForce, and how to triage the incoming service requests.

Experience supporting network connectivity, VoIP, Windows and Mac hardware and software, iOS and Android mobile devices and management solutions, and other endpoint devices.

Success working within an office environment, collaborative working with a broad spectrum of internal customers.

Ability to diagnose and resolve moderately complex technical issues.

Experience with PCI DSS and HIPAA / HITECH compliance standards preferred

Proven aptitude for strategic decision making, planning, vision, and governance for customer experience.

Exceptional collaborator with ability to influence.

On-site Support at Corporate office 100% of the time.

Monday - Friday 8am to 5pm availability is required.

Grow with Us

Career Development and Training Opportunities

Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more

Participate in our Vision coverage and associate discounts on our products

Participate in our 401(k) with competitive company match

Accrue PTO and paid holidays from day one

Introduction MyEyeDr.

How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company : a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction. Our business model is unlike others in the industry : we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients.

This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients' needs, and to work in a fun, inclusive environment as part of a collaborative team. We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best.

MyEyeDr. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex / gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. MyEyeDr. will not tolerate discrimination or harassment based on any of these characteristics.

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