Senior Level IT Support Technician

IT Support Technician

Company Description

Optex Systems, Inc., founded in 1987 and based in Richardson, Texas, specializes in manufacturing optical sighting systems and assemblies for Department of Defense applications. Its products are integral to U.S. military land vehicles, including the Abrams, Bradley, and Stryker families of vehicles. Optex provides a wide range of products such as periscopes, rifle sights, surveillance systems, and night vision optical assemblies. The company works closely with military services and prime contractors to deliver high-quality defense solutions.

The IT Help Desk Technician serves as the first point of contact for technical support . This role provides frontline support for ensuring reliable operation of desktops, laptops, mobile devices, business applications, and core IT services.

The ideal candidate is customer-focused, highly organized, technically curious, and able to thrive in a fast-paced environment supporting both office and production operations. This position requires strong communication skills, attention to detail, and the ability to prioritize and resolve issues efficiently while collaborating with Tier II/III support teams and external vendors.

Essential Duties & Responsibilities

End User Support

• Serve as the primary point of contact for employees requiring IT assistance via phone, email and ticketing system,
• Provide Tier I technical support for desktops, laptops, printers, mobile devices, conferencing tools, and standard business applications
• Troubleshoot hardware, software, connectivity, VPN, account access, and peripheral issues
• Deliver exceptional customer service while maintaining professionalism and urgency in resolving issues

Incident & Request Management

• Log, categorize, prioritize, and track support requests within the IT service management (ITSM) platform according to established service levels and business impact
• Escalate unresolved or complex issues...