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.

IT Service Desk – Tier 1