Service Desk Analyst
Optomi, in partnership with a premier client in the manufacturing industry, is seeking an experienced Service Desk Analyst to join a fast-paced, collaborative IT support team. This is an exciting opportunity for professionals who are passionate about customer service, problem-solving, and making a real impact on the user experience across a national organization.
What the right candidate will enjoy:
- Work with a collaborative, forward-thinking IT team committed to excellence!
- Opportunities to work on impactful projects across multiple locations!
- Competitive compensation and benefits!
Qualifications:
Education & Experience
- Associate degree in IT or equivalent experience required; Bachelor’s degree preferred.
- 3+ years of technical support or help desk experience, preferably in a manufacturing or enterprise environment.
- Hands-on experience with mobile operating systems (iOS, Android) and Windows-based environments.
Technical Skills
- Proficient in PC hardware/software, mobile devices, and network connectivity.
- Understanding of VPN, proxy settings, routers, switches, Ethernet, and common remote tools.
- Familiarity with ITIL framework, incident management best practices.
Soft Skills
- Highly customer-focused with excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to adapt and work effectively with people of diverse skill levels and backgrounds.
Key Responsibilities
- Serve as the primary point of contact for technical support via phone, email, and in-person.
- Provide 1st and 2nd level support for:
- Windows OS (7, 8, 10, 11)
- Microsoft Office (2007–2016, Office 365)
- Web browsers (IE, Edge, Chrome)
- VPN, hardware/software conflicts, network connectivity
- Troubleshoot mobile devices (iPhone, iPad, Android, RF Scanners).
- Support key business applications (e.g., OKTA, Aptaxa (AX), Netsuite, Box, SharePoint).
- Create and maintain documentation and knowledge base articles within ServiceNow.
- Coach and mentor peers on troubleshooting and best practices.
- Support new acquisitions (M&A) through onsite and remote IT deployments.
