IT Support Specialist - Nights

About the Role

The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely, and effective resolution of client issues. Problem resolution involves using diagnostic and support request tracking tools, providing remote support at the desktop and server level, and escalating or coordinating support actions with other staff as needed. The role also focuses on building client relationships by delivering products and services that meet client needs and using feedback to improve service. Additionally, the IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security.

Schedule

Shift Hours: Sunday, Monday, Tuesday, and alternating Wednesday from 8:00 PM to 8:00 AM onsite at the location.

Responsibilities

• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather pertinent information, assess urgency, and facilitate resolution.
• Monitor critical infrastructure and security systems supporting the local facility.
• Escort for Data Center and provide Smart/Remote hands support.
• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency.
• Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with third-party providers when needed.
• Proactively update users on status, document resolutions, and perform timely follow-ups in accordance with established policy/standards.
• Assist with maintenance activities, including Microsoft servers.
• Ensure accuracy, clarity, and quality of work to increase efficiency.
• Author process and support documentation to increase first call resolutions and reduce time to resolve.
• Apply knowledge to the business and provide personalized, value-added service to clients.
• Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals.

Requirements

• Associate degree in Computer Science, Information Systems, or related field, or equivalent work experience.
• One or more years of experience in a customer service role providing technical support.
• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment (preferred).
• IT-related certifications (e.g., CompTIA A+, Network+, Server+, CCNA, or Microsoft) preferred.
• Above-average desktop, laptop, network, hardware, software, and application troubleshooting skills.
• Experience with Microsoft Server Technologies, VMWare, Windows Operating Systems, Active Directory, and O365.
• Experience using a service management system for issue tracking.
• VOIP, WAN, and LAN connectivity/router experience (preferred).
• Outstanding phone etiquette and exceptional oral and written communication skills.
• Ability to diffuse agitated situations and operate effectively under pressure.
• Excellent customer service attitude and interpersonal skills.
• Strong organizational skills, concern for accuracy, and attention to detail.
• Self-motivated with a strong aptitude and desire to learn.

Pay

The compensation for this position is $37,595 - $50,470 annually. Final offer amounts are determined by multiple factors, including experience and skillsets.