IT Support Specialist

IT Support Specialist (Hybrid)

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.

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. 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.

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).

Compensation and Benefits

• Annual Salary Range: $45-$50K
• 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 and 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 but not limited to:
• 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