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Evening Support Specialist
2 months ago
Job Type
Full-time
Position Overview
Night Shift Hours: Tuesday-Saturday 10:00pm-6:30am CT
The Service Desk Coordinator is tasked with managing level 1 and some level 2 support inquiries, alongside diagnosing computer hardware challenges, desktop operating systems, and various applications.
Key Responsibilities
- Diagnose, resolve, and escalate service requests.
- Provide IT support concerning technical issues related to essential business applications and operating systems.
- Deliver remote technical assistance and support for incoming service requests via emails and calls regarding computer hardware, software, and SaaS applications.
- Assist end users with mobile device support.
- Collaborate with the team to ensure timely responses to assigned tickets.
- Utilize communication skills to engage in project meetings and technical discussions with colleagues and clients.
- Maintain communication with clients as necessary: updating them on incident progress and notifying them of scheduled maintenance or changes.
- Guide new users in understanding available hardware, software, and network systems/services.
- Create, maintain, and revise technical documentation.
- Manage multiple priorities and projects concurrently.
- Complete training sessions, personal study, and certification exams as required.
- Associate's degree or equivalent professional experience.
- Experience in providing remote support via telephone or remote desktop technology.
- 2-3 years of experience with Microsoft Windows.
- 2-3 years of experience with Microsoft Office.
- 2-3 years of experience in setting up, configuring, and troubleshooting PC and laptop hardware and peripherals.
- 2-3 years of experience troubleshooting printers.
- 1+ years of experience with Active Directory.
- 1+ years of experience with Microsoft 365.
- Basic troubleshooting skills for network connectivity: WAN and LAN.
- Basic troubleshooting skills for remote access solutions: VPN and Terminal Services.
- Excellent written and verbal communication abilities.
- Strong computer proficiency and effective email communication skills.
- CompTIA A+/Network+ certification.
- Familiarity with PSA and RMM tools such as ConnectWise Manage and Automate.
