First Line IT Support
4 days ago
**IT**
***
**Support Analyst - Tier 1**
**About Optimas**
Optimas is a global distributor of fasteners, c-class products and safety supplies, delivering around 10 billion components worldwide to leading manufacturers every year. Optimas has a diverse, global team of over 1,600 individuals, operating from 16 countries, 60+ distribution centers, 9 quality labs and 2 manufacturing locations to support the complexities of our customers’ industries, enabling them to achieve their goals and be successful.
**Position Overview**
Outstanding customer service starts with a great experience and expertise at the first point of contact—the IT Service Desk. IT Support Analysts exhibit grace under pressure as users bring all types of issues and questions at any and all times of day. They know their stuff and who to call, always representing the entire IT organization as professional and approachable. The best compliment is incentivizing users to return for more great support at the next opportunity.
**Key Responsibilities**
- Determine impact and urgency of an issue to determine priority, including security risks
- Conduct initial triage and troubleshooting on a wide range of technology issues
- Resolve issues within scope and continuously expands expertise to escalate fewer
- Escalate unresolved requests with quality work documented
- Guide, train, and advise employees on the proper use of equipment and IT services
- Meet users at their office for deskside support as needed
- Perform defined services, such as client PC builds, network & server maintenance, security operations, etc.
- Manage IT hardware inventory, including deployment and recovery
- Contribute to the IT knowledge base and positive development of the IT environment
- Maintain records in a ticket tracking system and perform to measured service goals
**Key Competencies**
- Enterprise networking and infrastructure fundamentals
- Office 365 or similar enterprise productivity suites
- Server administration experience is a plus, including Windows & Linux
- Cisco networking command experience, including Meraki, is a plus
**Skills and Qualifications**
- Proven ability to support employees with varying levels of technical ability over the phone and in writing, including C-level executives
- Strong critical thinking skills that facilitate expedient problem resolution
- Internal drive and urgency to solve problems systematically
- Attention to detail (organizing information, being accurate)
- Strong personal interest in technology and service
- Awareness of current industry leading, innovative technology products
- Demonstrated commitment to quality (including testing and validation)
- Effective planning, prioritizing, goal setting skills
Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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