IT Support Specialist

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 (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
• Company paid Short and Long-Term Disability Insurance
• Employee Assistance Program

Work Location: Aurora, IL

Application: Your application must provide sufficient details about your background and experience to allow the screening panel to properly assess your experience in the required elements, including your experience and achievements.

If a strong match is found between your qualifications and the requirements of the position, a member of the recruiting staff will contact you to further discuss the career 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.