Optomi, in partnership with a premier client, is seeking an IT Support Specialist to join our client's team and provide technical support to a diverse user base. As an essential part of the IT team, you'll be responsible for troubleshooting and resolving technical issues across both Windows and Mac platforms. This role is ideal for someone with a strong background in Tier 2-3 support who thrives in a dynamic environment and enjoys working closely with people to solve problems. Your ability to communicate clearly and interact well with users is crucial—this position requires someone who is not just technically proficient, but also personable and approachable.

Key Responsibilities:

• Provide day-to-day technical support to staff via email and in-person, focusing on Windows 10, MacOS, and legacy operating systems (Windows XP, Windows 7).
• Manage and resolve support tickets through Jira, ensuring timely and accurate responses to user inquiries.
• Oversee the replacement of 38 computers, ensuring smooth transitions to new hardware and addressing any technical issues that arise during the process.
• Troubleshoot and resolve hardware and software issues for both Windows and Mac environments.
• Assist with the migration and transition to Windows 11, ensuring compatibility and addressing any issues that emerge.
• Provide basic MacOS troubleshooting support, with the ability to assist in resolving issues until the Apple engineer is available.
• Work with various science equipment that may require older operating systems, providing necessary technical support for legacy devices.
• Maintain a positive user experience by offering clear, concise, and friendly communication.
• Collaborate with internal teams to enhance support processes and troubleshoot any emerging technical challenges.

Qualifications:

• Proven experience providing Tier 2-3 technical support, with a strong track record of resolving complex issues.
• Solid experience with both Windows 10 and MacOS environments.
• Familiarity with older operating systems, such as Windows 7 and XP, is a plus.
• Strong communication skills—outgoing, friendly, and able to explain technical concepts in a simple and clear manner.
• Ability to multitask and prioritize, balancing both replacement projects and support ticket resolution.
• Jira experience is a plus, but not mandatory.
• Experience with basic MacOS troubleshooting is preferred.
• Strong technical troubleshooting skills and a keen eye for detail.
• Ability to quickly adapt to new systems and technologies.
• Familiarity with Jira for ticket management and issue tracking.
• Experience working with scientific or legacy equipment that may require older operating systems.
• Additional experience in a mixed-platform environment, particularly with Macs.