IT Support Specialist

OpticsPlanet, Inc. is seeking a 1st Tier IT Support Specialist (Hybrid) . You will work closely with support engineers and internal customers to ensure 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 IT support experience, strong organizational skills, a deep commitment to customer satisfaction, and a willingness to drive continual process improvement. Experience with scripting processes and working with AI agent prompts is a plus. Primary Duties and 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, including documentation, incident replication, and trend analysis. Create positive and flourishing relationships with internal customers. Assist in the development of automated self‑service processes. 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. You must be a U.S. Person as defined by the International Traffic in Arms Regulations (ITAR). Compensation and Benefits Annual Salary Range: $45,000 – $50,000 The annual-based range for this role considers the wide range of factors that are considered in making compensation decisions, including but not limited to skill sets, experience, training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. Ecentria offers generous benefits to full‑time employees, including: 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 Work Location Aurora, IL Equal Employment Opportunity Ecentria is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. #J-18808-Ljbffr Ecentria Group