Hybrid IT Support Specialist — Incident Resolution

Ecentria; Aurora (IL); Hybrid; USD 45,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

Disability insurance

Employee Assistance Program

Job summary

OpticsPlanet, Inc. is seeking a 1st Tier IT Support Specialist to join our hybrid IT team in Aurora, IL. You will assist internal customers and support engineers to resolve issues efficiently while promoting high levels of customer satisfaction.

The role requires Windows and Microsoft Office expertise, strong organizational skills, and the ability to work with cross-functional teams. You will contribute to process improvements and may assist in developing automated self-service solutions.

Qualifications

• Bachelor's degree in CIS/CS or 2+ years supporting customers and resolving issues.
• 4+ years Windows and Microsoft Office experience.
• 2+ years working with cross-functional teams to resolve issues.
• Highly organized with ability to manage multiple tasks.
• Willingness to research and master unfamiliar IT systems.
• Excellent written and verbal communication skills.
• Experience scripting processes and AI prompts is a plus.
• Must be able to lift and carry up to 50 pounds and endure active work.
• U.S. Person as defined by ITAR.

Responsibilities

• Monitor ticket system and respond to help requests across channels.
• Serve as point of contact for reported incidents and drive to resolution.
• Follow best practices for IT troubleshooting: document, replicate issues, analyze trends.
• Build positive relationships with internal customers.
• Assist in developing automated self-service processes.

Skills

Windows

Microsoft Office

Customer service

Communication skills

Organizational skills

Cross-functional teamwork

Scripting processes

AI prompts

Typing/dexterity

Education

Bachelor's degree in CIS/CS

Job description

OpticsPlanet, Inc. is seeking a 1st Tier IT Support Specialist to join our hybrid IT team in Aurora, IL. You will assist internal customers and support engineers to resolve issues efficiently while promoting high levels of customer satisfaction.

The role requires Windows and Microsoft Office expertise, strong organizational skills, and the ability to work with cross-functional teams. You will contribute to process improvements and may assist in developing automated self-service solutions.