MD EyeCare Services Corporate

Tier 2 Support Desk Analyst

Job Locations US-TX-Dallas
Posted Date 2 weeks ago(1/4/2022 2:31 PM)
Job ID
# of Openings
EyeCare Services Partners
Regular Full-Time


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Tier 2 Support Specialist

This is your opportunity to join one of the areas most recognized leaders in ophthalmology and optometry. We are a nationally recognized leader in EMR and technology with an excellent clinical support team and a dynamic leadership team.


The Tier 2 Support Specialist is responsible for delivering quality customer service by providing a single point of contact to report problems, make inquiries, and assist whenever possible in the resolution of issues reported. This position is primarily responsible for ensuring that all support interactions are answered and resolved. They also are to escalate any unresolved issues in a timely manner for resolution. The Tier I Support Specialist is challenged with handling the interaction with users and their issues in a courteous, patient, informative and timely manner in order to ensure a superior level of customer service. It is important for the specialist to understand and engage the proper rules for problem resolution and escalation.


  • Handle daily support requests received through support meeting established goals set for Availability surrounding Calls, Chats and Self Service Incidents reported.
  • Provide first level assessment, support and resolution of issues meeting first call resolution goals on Tier 1 support functions.
  • Collect appropriate and accurate information following documented call management processes including logging, follow up, updating and closing of incidents.
  • Properly escalate unresolved issues to the next level of support as needed
  • Maintain current and accurate data throughout the lifecycle of a ticket
  • This job requires access to confidential and sensitive information, requiring ongoing discretion and continual focus on secure information management
  • Consistently demonstrate a professional, pleasant and cheerful demeanor to our Customers.
  • Responsible for reporting to and completing work at assigned times
  • When working schedules where NOC tasks exist, cover NOC tasks as assigned.
  • Administer the daily processing activities and requirements of production systems as assigned. Addressing issues, and escalating as necesary.
  • Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current.
  • Support the mission and direction of Concentra, both within the Information Services department and throughout the corporation.
  • Monitor and report on any security violations related to the unwarranted access to corporate data.
  • Complete any tasks and projects assigned.



  • High School diploma
  • 4 to  5 year post high school degree or equivalent education and experience

Job-related experience

  • Large scale multi-site IS operations experience preferred.
  • PC Hardware and peripheral experience.
  • Knowledge of Microsoft productivity applications.
  • Knowledge of browser-based technology.
  • Understanding of operating systems such as Windows and OS X/iOS.

Job-related skills/competencies

  • Customer service orientation
  • Proficiency in English
  • Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
  • Able to work with minimal direction
  • Excellent analytical and problem solving skills are essential.
  • Must possess a personal sense of urgency.
  • Ability to effectively multi-task and adapt to changing business priorities.
  • Excellent time management and organizational skills are required.
  • Excellent listening skills attention to detail.
  • Ability to think outside the box.

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.

In Turn We Will Provide:

  • Benefits to full time team members that include comprehensive medical, dental and optical coverage, 401K and short and long term disability.
  • Company paid life insurance.
  • Paid holidays and generous paid time off.
  • Paid parking where applicable.
  • Team oriented working environment where you are heard and respected.
  • Clear career ladder opportunities.


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