Senior End User Support Specialist - Night Shift
About The Position
International Motors is seeking a Senior End User Support Specialist to join its End User Support organization. This salaried position provides hands-on technical support to employees during the night shift, troubleshooting and resolving end-user technology issues, maintaining service continuity, and handling incidents and service requests accurately and efficiently during off-hours coverage. The role supports a manufacturing operation in San Antonio. The designated night production shift runs Monday through Thursday from 5:30 PM to 4:00 AM, with production planned to begin in early 2027. The primary schedule aligns with the production shift, but employees may need to work outside normal production hours to meet business objectives, including extended shifts, production startup activities, recovery efforts, and occasional weekend support. A 10% shift differential applies upon transitioning to the night-shift schedule.
Requirements
- One of the following: a bachelor's degree and at least 1 year of experience providing IT technical services and support using network remote access; a master's degree and no experience; or at least 3 years of experience providing IT technical services and support using network remote access.
- Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee, or Asylee) to be employed in the United States.
Nice To Haves
- Strong Windows desktop and laptop troubleshooting skills and familiarity with Microsoft 365 applications.
- Experience supporting enterprise hardware, software, user access, and endpoint-related issues.
- Experience with ServiceNow or another IT service management/ticketing platform.
- Strong problem-solving skills and the ability to work independently during night-shift coverage.
- Clear written and verbal communication skills with a strong customer-service mindset.
- Ability to manage multiple incidents and requests while appropriately prioritizing business-impacting issues.
Responsibilities
- Diagnose and resolve end-user hardware, software, access, Microsoft 365, and workplace technology issues.
- Manage incidents and service requests through the IT service management process, including documentation, resolution, and escalation when necessary.
- Support endpoint-related activities such as device troubleshooting, configuration, replacement, and general lifecycle support.
- Work with infrastructure, application, security, and other IT support teams when issues require additional expertise.
- Identify recurring problems and document solutions or knowledge that can improve future support.
- Provide professional, customer-focused support while maintaining service expectations during the night shift.
Benefits
- 10% shift differential upon transitioning to the night-shift work schedule.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
