| POSITION SUMMARY | |||||
| Optima's Information Technology Department is vital in supporting Optima's personnel company-wide. They work effectively with all Optima departments, providing technical assistance and training. Optima's IT team helps maximize the performance, efficiency, and reliability of all processes and technology necessary for Optima's business operations across all departments. The Helpdesk team is a vital part of our company, and as part of that team you will be providing technical assistance, responding to queries, writing training material, training users, completing tickets and managing and maintaining the hardware/software for all users in the company. Daily you will be working with not only standard users, but with the executives and department heads of the company and will be expected to deliver exceptional/outstanding customer service. |
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| ESSENTIAL DUTIES & RESPONSIBILITIES | |||||
| Manage user deployments, transfers, and terminations. | |||||
| Assist with company-wide implementations. | |||||
| Answer incoming requests by phones, email, tickets, and in-person. | |||||
| Create training material for users, and other technicians. | |||||
| Identify and escalate situations requiring urgent attention. | |||||
| Research issues, using all available resources. | |||||
| Maintain and troubleshoot all hardware, and software issues. Such as, but not limited to; PCs, Printers, Scanners, Tablets, Laptops, and Faxes. | |||||
| Perform duties on-site at Optima premises. | |||||
| Other duties as assigned based on department and/or company operation and/or business needs. |
| EDUCATION AND EXPERIENCE REQUIREMENTS | |||||
| No formal education is required | |||||
| Minimum 1 year of professional IT helpdesk or equivalent experience | |||||
| KNOWLEDGE, SKILLS,& ABILITIES | |||||
| Demonstrated flexibility and adaptation to changing priorities | |||||
| Strong Multitasker with ability to Manage a Heavy Load of Helpdesk Support Tickets | |||||
| Customer Service driven with the Ability to Build Relationships | |||||
| Excellent Organizational, Written, and Communication Skills | |||||
| Customer Service driven with the Ability to Build Relationships | |||||
| Ability to remain Focused and Productive in a Fast-Paced Environment | |||||
| Strong Work Ethic and are Committed to Excellence | |||||
| Team Player |
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