3rd Shift Senior Specialist, IT Support
About The Position
The 3rd Shift Senior Specialist, IT Support provides Level 2 overnight support and maintenance for desktop, mobile, phone, and customer experience systems across the organization. The role helps ensure continuous IT operations by resolving complex technical issues, maintaining hardware and software, and serving users during non-business hours. It supports the internal IT Service Desk and contributes to system reliability and performance. The position works in an office setting, with occasional exposure to industrial operations, including temperatures of approximately 35°F to 100°F, noise levels above 85 dB, moisture, and moving machinery. Travel of up to 20% is required.
Requirements
- High school diploma.
- At least 1 year of hands-on IT experience.
- Proficiency with Microsoft operating systems and Office applications.
- Strong customer-service orientation and effective communication skills.
- Understanding of basic networking principles and troubleshooting.
- Ability to work independently with minimal supervision.
Nice To Haves
- Bachelor’s degree.
- 2–4 years of relevant experience.
- Experience with IT Service Desk operations or support ticketing systems.
- Familiarity with SAP, MES, or InfinityQS systems.
- Familiarity with network hardware such as switches and routers.
- Certifications in Microsoft, Cisco, or VMware technologies.
- Experience supporting manufacturing or 24x7 operational environments.
Responsibilities
- Provide overnight technical support by phone, email, remote tools, and in person for hardware, software, and network issues.
- Log, prioritize, and track support requests in the ticketing system, ensuring timely resolution or escalation.
- Guide users through diagnostic procedures and gather information to identify root causes.
- Escalate highly complex or unresolved issues to appropriate IT teams and maintain clear documentation.
- Maintain accurate records of issues, solutions, and incident history for reporting and trend analysis.
- Install, configure, and troubleshoot desktop systems, laptops, mobile devices, printers, and peripherals independently.
- Monitor and support enterprise applications, phone systems, and network connectivity.
- Perform software updates, system patches, and general maintenance during off-peak hours.
- Assist with change-control implementations and routine system checks during overnight windows.
- Participate in an on-call rotation for critical support needs, including weekends and holidays as required.
- Support IT onboarding for overnight-shift hires, including setup and orientation.
- Ensure compliance with organizational security standards and Safe Quality Food (SQF) Program guidelines.
- Follow safety and quality policies and procedures.
- Perform other duties as assigned by the IT Manager.
- Travel up to 20%.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
