Position Overview: We are seeking a motivated and experienced IT Helpdesk Support Specialist for our night shift. The ideal candidate will possess a strong drive, energy, and the ability to think outside the box while providing top-tier support in a fast-paced enterprise environment. This position requires someone who is not entry-level but has enough experience to thrive in a demanding setting. The candidate must be comfortable handling a high ticket volume and be able to train during specified hours.
Shift Hours:
- Swing Shift: 8 PM - 4 AM CST
- Night Shift: 12 AM - 8 AM CST
- Training:
- Week 1: Remote on Monday, Tuesday, and Friday; In-office on Wednesday and Thursday.
- Weeks 2 & 3: Remote on Monday and Friday; In-office on Tuesday through Thursday.
- Week 4: Transition to 8 PM shift if training progress is satisfactory.
Responsibilities:
- Provide first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection.
- Troubleshoot hardware, software, and peripheral issues, prioritizing tasks based on urgency.
- Handle a high volume of tickets, with the expectation to open 30 tickets and close 15 during night shifts.
- Work closely with the workstation team for more complex issues and troubleshooting.
- Ensure proactive communication with the team lead, particularly with updates on ongoing issues.
- Maintain detailed records of all support requests in ServiceNow, ensuring timely follow-up and closure.
Requirements:
- Education & Experience:
- Post-Secondary Education graduate or relevant experience.
- 4+ years of experience in technology/desktop support.
- Previous enterprise experience is strongly preferred.
- Skills:
- Extensive knowledge of Windows desktop environments and MAC systems.
- Basic knowledge of Windows Server administration (AD, Exchange).
- Strong understanding of end-user computing technical requirements and troubleshooting.
- Proficiency with basic TCP/IP networking, VoIP telephony, and mobile device support (Blackberry & iPhone).
- Strong communication and organizational skills with the ability to manage relationships across all levels of the organization.
- Ability to handle multiple tasks simultaneously in a busy environment.
Additional Information:
- Availability to work holidays that fall Monday-Friday.
- Rotational weekend on-call coverage is required.
- In-office presence is mandatory during training and one to two days per week post-training.
- Candidates must demonstrate coachability, high energy levels, and the ability to adapt quickly to enterprise-level demands.
Interview Process:
- Phone screen with Michelle followed by a 30-minute video interview with the hiring leader, Lauri Lane.
Start Date:
