IT Support Specialist - Nights
About The Position
The IT Support Specialist responds to client requests for technical assistance and works to resolve issues courteously, promptly, and effectively. The role uses diagnostic and support request tracking tools and provides remote support at the desktop and server levels, escalating and coordinating support actions with other staff as needed. The specialist builds client relationships by seeking improved ways of working, providing services that meet client needs, and using feedback to improve service. After normal business hours, the specialist also extends the local facilities team by helping ensure the facility is staffed for emergency response and physical security. The position is onsite Sunday, Monday, Tuesday, and alternating Wednesday from 7 p.m. to 7 a.m.
Requirements
- Associate degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
- At least one year of experience in a customer service role providing technical support.
- Above-average desktop, laptop, network, hardware, software, and application troubleshooting skills.
- Knowledge of Microsoft Server Technologies and VMware.
- Knowledge of Windows operating systems, Active Directory, and O365.
- Experience using a service management system for issue tracking.
- Outstanding phone etiquette.
Nice To Haves
- ITIL v3 or v4 Foundation certification, or one year of work experience in an ITIL environment.
- IT-related certifications such as CompTIA A+, Network+, Server+, CCNA, or Microsoft certifications.
- Experience with VOIP, WAN and LAN connectivity, and routers.
Responsibilities
- Perform initial analysis and triage of issues reported by phone, infrastructure monitoring alerts, or the service portal; gather relevant information, assess urgency, and facilitate resolution.
- Monitor critical infrastructure and security systems supporting the local facility.
- Escort visitors in the data center and provide Smart/Remote Hands support.
- Respond to technical assistance requests in person, by phone, and electronically according to urgency.
- Diagnose, research, and resolve hardware, software, application, and performance issues; escalate issues and work with third-party providers as needed.
- Proactively update users on issue status, document resolutions, and perform timely follow-ups according to established policies and standards.
- Assist with maintenance activities, including Microsoft servers.
- Ensure work is accurate, clear, and high quality, with a focus on increasing efficiency.
- Create process and support documentation to increase first-call resolutions and reduce resolution time.
- Apply business knowledge and provide personalized, value-added service to clients.
- Help ensure after-hours facility coverage for emergency response and physical security.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
