IT Support Specialist

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.