IT Support Specialist

Ecentria Group; Aurora (IL); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

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

Job summary

Ecentria Group is seeking a 1st Tier IT Support Specialist to work in a hybrid role in Aurora, IL. The position requires collaboration with support engineers and internal customers to ensure smooth IT support. Key responsibilities include responding to requests, troubleshooting issues, and developing self-service processes.

Ideal candidates will have a Bachelor's in CIS/CS, 2+ years of customer support experience, and 4+ years in Windows and Microsoft Office. Ecentria offers a salary range of $45,000 – $50,000 along with generous benefits including medical, dental, and 401k participation.

Qualifications

• 2+ years working with customer support teams to resolve customer issues.
• 4+ years Windows and Microsoft Office experience.
• Good written and verbal communication skills.

Responsibilities

• Monitor ticket tracking system and respond to incoming requests.
• Serve as point of contact for reported incidents.
• Create positive relationships with internal customers.

Skills

Customer support experience

Organizational skills

Technical skills mastery

Communication skills

Education

Bachelor's degree in CIS/CS

Tools

Windows

Microsoft Office

Job description

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.