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Help Desk Specialist

3 months ago

Chesterfield, United States neteffects Full time

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.