Service Desk Analyst

Hilco Vision is a global eye care company that combines brands including Bruder® Healthcare dry eye products, M&S Technologies® visual acuity systems, OnGuard® prescription safety frames, Croakies® Eyewear Retainers and B&S optical tools and lab supplies with a distribution and manufacturing platform serving eye care professionals in key global markets including, the USA, Canada, UK, Germany, Australia, China Belgium, and the Netherlands. Hilco Vision’s portfolio includes Prescription Safety, Lens care, Eyewear Accessories, Lab & Dispensing Products, Dry Eye Solutions, Vision Testing Equipment, Pharmaceuticals, and Diagnostic Exam & Surgical Supplies.

Hilco Vision is searching for an experienced Service Desk Analyst to work within our Fairfield, OH facility. You will serve as the first point of contact for employees seeking technical support and help maintain reliable, secure, and productive day-to-day operations. You will diagnose and resolve hardware, software, and network issues across Windows, Mac, and mobile environments; document and manage requests in Jira; escalate complex incidents; and strengthen support processes, technical documentation, and the overall user experience.

This role will work on-site in our Fairfield, OH facility M-F 8am-5pm.

Please note that we are not able to consider candidates requiring sponsorship for this role.

If you’re up for the challenge, we’d love to hear from you!

Qualifications:

• Minimum of 3 years of experience in a help desk or technical support role.
• Prior experience working within an manufacturing and distribution environment and within a WMS.
• Experience in an ITIL-driven service delivery organization utilizing ITSM and remote support tools.
• Comprehensive technical knowledge of Windows and Mac desktop platforms including imaging and deployment strategies.
• Direct experience with and strong knowledge of Endpoint Detection and Response (EDR) platforms.
• Experience with O365/M365 administration
• Familiarity with Entra ID (or other IDPs), Intune (or other endpoint mgmt. solutions), and general user account management.
• Working knowledge of virtualization, storage, and backup technologies and solutions, with the ability to identify issues and engage specialized support when required.
• Solid understanding of LAN/WAN technologies. Experience with Meraki a plus.
• Experience with iOS and Android mobile OS and devices.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail with the ability to work independently and as part of a team.
• Relevant certifications are a plus.

Responsibilities:

• Provide first-level technical support to end-users in-person and/or via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues.
• Document and manage all support requests and resolutions in Jira.
• Escalate complex issues to higher-level support teams as necessary.
• Assist in the setup, configuration, and maintenance of IT equipment.
• Conduct user training sessions and create user guides as needed.
• Monitor and maintain IT systems to ensure optimal performance.
• Collaborate with IT team members to analyze recurring issues, improve support processes and procedures, and maintain comprehensive, accurate documentation of technical standards and services.
• Prioritize, track, and resolve support requests in accordance with established Service Level Agreements, escalating risks to service targets when necessary.
• Serve as the primary point of contact for urgent issues requiring immediate attention outside normal business hours, with an expectation of occasional after-hours and weekend availability.

Benefits

• Weekly pay
• Medical, dental, and vision coverage
• Paid time off
• 401K Savings plan
• Robust EAP program
• Employee referral bonus
• PPE provided by organization