IT Support (DigitEYES) at VisionSpring

Job Responsibilities

As our IT Support & Infrastructure Associate, you’ll play a key role in ensuring the smooth operation of DigitEYES—our in-house platform that powers thousands of eye screening camps across remote areas.

You’ll be responsible for:

• Providing responsive, in-house IT support to staff and field teams
• Managing and maintaining infrastructure operations for the DigitEYES platform
• Troubleshooting hardware, software, and network issues, and escalating when needed
• Supporting the setup and maintenance of devices and IT assets
• Creating clear documentation and improving IT processes for efficiency and scalability.

About DigitEYES

DigitEYES is the Vision Access Program’s custom-built platform designed to digitize and streamline eye screening camps. These camps often rely on manual processes and paper forms, leading to stock mismatches, data errors, and delays in delivering prescription glasses. DigitEYES solves these challenges by:

• Digitizing customer data collection
• Automating record-keeping
• Simplifying reporting and logistics

The result? Faster, more accurate, and more efficient camp operations that help us reach more people with the care they need.

Areas of Responsibilities

• Provide first-line technical support for DigitEYES users via phone, email, chat, and in-person, addressing hardware, software, and network issues.
• Assist in resolving issues escalated by Level 1 (L1) technicians, ensuring timely and effective solutions.
• Learn and apply best practices in incident management, remote desktop support, and device management.
• Log, prioritize, and track IT incidents and service requests using the organization’s ticketing system.
• Assess hardware needs and coordinate with procurement for device purchases.
• Administer and troubleshoot Windows PCs and resolve basic connectivity issues (e.g., Wi-Fi, LAN).
• Support the rollout and implementation of new IT tools and applications.
• Deliver basic training and guidance to users on IT best practices, software usage, and standard procedures.
• Participate in employee onboarding and offboarding, including provisioning and recovering IT resources.
• Maintain accurate tracking and management of IT fixed assets.
• Assist with the setup, configuration, and deployment of hardware (e.g., laptops, desktops, routers, tablets) and software.
• Escalate unresolved or complex issues to Level 2/3 support teams with clear documentation.
• Create and maintain up-to-date technical documentation, manuals, and standard operating procedures.