Help Desk Specialist

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 :

• As soon as possible.
27 days ago