IT Service Desk Agent – Level 2

About Optimas

Optimas Solutions is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe. 

Our Values are the THREAD that connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers:

• Teamwork
• Honesty
• Respect
• Excellence
• Accountability
• Drive

To learn more, please visit our website http://www.optimas.com  

Position overview:

A Level 2 Service Desk Agent is a crucial part of an organization's IT support team, responsible for resolving complex technical issues that require a deeper understanding of IT systems and infrastructure. This role involves providing advanced technical support, ensuring timely incident resolution, and contributing to the overall efficiency of the IT environment.

If you are looking for a fast paced environment with lots of opportunity for personal and career growth then this is the ideal place for you!

Responsibilities:

1. User Support:
   1. Serve as a secondary point of contact for end-users, providing advanced technical assistance and issue resolution.
   2. Collaborate with Level 1 agents to address more complex user problems and ensure seamless support.
2. Ticket Management:
   1. Assist in the management of service tickets, ensuring that Level 2 issues are addressed in accordance with service level agreements (SLAs).
   2. Escalate and prioritize incidents based on the impact and urgency of the issue.
3. Technical Troubleshooting:
   1. Conduct in-depth technical analysis to identify the root causes of complex technical issues.
   2. Troubleshoot and resolve problems related to hardware, software, network, and system configurations.
      1. Collaborate with other IT teams and specialists to resolve complex issues.
4. Software and Hardware Support:
   1. Provide advanced support for software applications and system configurations.
   2. Assist with the installation, configuration, and maintenance of hardware and software, including user workstations and servers.
5. Incident Resolution:
   1. Take ownership of Level 2 incidents and work to resolve them efficiently while keeping stakeholders informed of progress.
   2. Document all troubleshooting steps, resolutions, and lessons learned for future reference.
6. Knowledge Sharing:
   1. Act as a knowledge resource for Level 1 agents, providing guidance and training to help them enhance their technical skills.
   2. Contribute to the development and maintenance of knowledge base articles and documentation.
7. Project Support:
   1. Collaborate on IT projects, including system upgrades, migrations, and deployments.
   2. Assist in planning, testing, and implementation of technical solutions.
8. Continuous Improvement:
   1. Identify recurring issues and suggest improvements to prevent future incidents.
   2. Stay up-to-date with industry trends and best practices to enhance the IT service desk's capabilities.

Key Competencies:

The ideal candidate must have the following competencies:

• Customer Service
• Communication Skills
• Time Management
• Problem Solving
• Analytical Skills

Skills and Qualifications:

• 3 + years of experience in a Level 1 Service Desk role, with a proven track record of handling Level 2 incidents
• Relevant IT certifications (ex. CompTIA A+, Network +, Microsoft Certified Professional)
• Bachelor’s degree in a related field preferred, not required.
• Proficiency in various operating systems, software applications, and hardware components.
• Strong problem-solving skills, analytical thinking, and the ability to work independently.
• Excellent communication skills, both written and verbal.
• A commitment to delivering exceptional customer service.

The salary is commensurate with experience. We offer a market competitive benefits package, including medical, dental, vision, and life insurance, 401(k) match. 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.