IT Support Specialist
About The Position
OpticsPlanet, Inc. is seeking a 1st Tier IT Support Specialist (Hybrid). You will be working closely with support engineers and their internal customers to ensure that IT support issues are addressed smoothly and efficiently. The primary responsibility of the IT Support Specialist is to provide response-oriented support of customer requests and issues. The position requires some IT support experience, strong organizational skills, a deep commitment to customer satisfaction and a desire to participate in driving continual process improvement. Experience with scripting processes and working with AI agent prompts is a plus. This is a hybrid position with on-site work at our Aurora, IL location.
Requirements
- Bachelor’s degree in CIS/CS or 2+ years working with customer support teams to resolve customer issues in a timely manner.
- 4+ years Windows and Microsoft Office experience.
- 2+ years working with cross functional teams to resolve customer issues in a timely manner.
- Highly organized.
- Ability to quickly acquire and master unfamiliar technical skills.
- Good written and verbal communication skills.
- Ability to prioritize and balance multiple tasks.
- Willingness to research and figure out complex IT systems.
- Excellent follow-through with minimal management.
- Some experience scripting processes and working with AI agent prompts.
- Ability to sustain high level of physical activity related to typing, seeing, hearing, repetitive motion, lifting, carrying, pushing, cartons which weigh up to 50 pounds is required.
- Ability to sit, stand, twist, turn, bend, climb stairs, manual dexterity, and walking may be required, for entire shift duration.
- You must be a U.S. Person as defined by the International Traffic in Arms Regulations (ITAR).
Nice To Haves
- Experience with scripting processes and working with AI agent prompts is a plus.
Responsibilities
- Monitor ticket tracking system and respond to incoming requests for help via all supported methods, during all assigned time periods, in accordance with company policies and departmental procedures.
- Serve as point of contact for reported incidents and drive these incidents to resolution.
- Adhere to company and industry best practice standards for IT troubleshooting. This includes documentation, incident replication and trend analysis.
- Create positive and flourishing relationships with internal customers.
- Assist in the development of automated self-service processes.
Benefits
- Medical, Dental and vision insurance
- 401k plan participation
- Company paid Short and Long-Term Disability Insurance
- Company paid Life Insurance
- Company paid holidays
- Employee Assistance Program
- Paid Parental Bonding Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
