IT Service Desk – Tier 1
Description
About Optimas
Optimas is a leading global distributor of fasteners, C-class components, and safety supplies, supporting manufacturers across a diverse range of industries. We specialize in supporting customers manage complex supply chains through strategic sourcing, inventory management, engineering support, and tailored supply solutions.
By combining industry expertise with operational excellence and a strong customer-focused approach, Optimas enables manufacturers to improve efficiency, reduce risk, and maintain continuity of supply. Our teams work collaboratively across functions to deliver reliable service, innovative solutions, and long-term value to our customers.
Position Overview
Exceptional customer service begins with a knowledgeable and responsive first point of contact.
As an IT Service Desk (Tier 1), you will serve as the front line of the IT organization, providing timely and effective technical assistance to users across the business. You will handle a wide range of incidents and service requests with professionalism ensuring each interaction is handled efficiently and with care.
Key Responsibilities
- Provide prompt and professional support for issues and service requests received via phone, email, ticketing system, chat, walk-up, or monitoring alerts.
- Assess the impact and urgency of incidents to help determine appropriate priority, including identifying potential security risks
- Perform initial troubleshooting and basic diagnosis across a broad range of IT systems and devices
- Resolve incidents within agreed scope and escalate more complex issues with clear, accurate documentation
- Offer guidance and support to employees on the effective use of IT equipment, systems, and services
- Deliver deskside support when required to resolve user issues in person
- Assist with routine IT tasks such as device builds, hardware setup, account administration, and basic system maintenance
- Support IT asset management processes, including hardware deployment, tracking, and recovery
- Contribute to the IT knowledge base by documenting solutions and sharing best practices
- Accurately log and update tickets in the service management system while meeting defined service level targets
Key Competencies
- Basic knowledge of Windows 10/11
- Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, etc.)
- Understanding of fundamental networking concepts (e.g., Wi-Fi, VPN, IP addressing)
- Experience supporting desktop hardware, laptops, and mobile devices is beneficial
- Awareness of cybersecurity best practices (e.g., phishing, password security)
- Exposure to ticketing or service management systems is an advantage
Skills and Qualifications
- Ability to communicate clearly and professionally with colleagues at all levels, both verbally and in writing
- Strong problem-solving skills with a logical and methodical approach to troubleshooting
- Willingness to learn and develop technical knowledge in a structured IT environment
- Good attention to detail and ability to accurately document information
- Customer-focused mindset with a genuine desire to help others
- Interest in technology and staying aware of new tools and trends
- Ability to manage workload, prioritise tasks, and meet service targets
- Reliable team player with a positive attitude and strong work ethic
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 non-discrimination 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.