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IT Support Technician
2 months ago
Position Overview: We are looking for a dedicated and skilled IT Support Technician to provide exceptional assistance during our night shifts. The ideal candidate will have a proactive attitude, strong energy, and the capability to deliver high-quality support in a dynamic corporate environment. This role is designed for individuals with sufficient experience to excel in a challenging atmosphere, managing a significant volume of support requests while also being open to training during designated hours.
Shift Hours:
- Swing Shift: 8 PM - 4 AM CST
- Night Shift: 12 AM - 8 AM CST
- Training Schedule:
- 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 based on training progress.
Key Responsibilities:
- Deliver first and second-tier support for IT incidents and requests from team members via phone, email, and remote access.
- Diagnose hardware, software, and peripheral issues, prioritizing tasks based on urgency.
- Manage a high volume of support tickets, with expectations to open 30 tickets and resolve 15 during night shifts.
- Collaborate closely with the workstation team for complex troubleshooting and issue resolution.
- Maintain proactive communication with the team lead, particularly regarding updates on ongoing issues.
- Document all support requests in ServiceNow, ensuring timely follow-up and resolution.
Qualifications:
- Education & Experience:
- Post-Secondary Education graduate or relevant experience.
- 4+ years of experience in technology or desktop support.
- Prior experience in a corporate environment is highly preferred.
- Skills:
- Extensive knowledge of Windows desktop environments and MAC systems.
- Basic understanding of Windows Server administration (AD, Exchange).
- Strong grasp of end-user computing technical requirements and troubleshooting techniques.
- Proficiency in basic TCP/IP networking, VoIP telephony, and mobile device support (Blackberry & iPhone).
- Excellent communication and organizational skills with the ability to manage relationships across all levels of the organization.
- Ability to juggle multiple tasks in a fast-paced environment.
Additional Information:
- Availability to work on 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 thereafter.
- Candidates must demonstrate adaptability, high energy levels, and the ability to respond quickly to corporate demands.
Interview Process:
- Initial phone screening followed by a video interview with the hiring manager.
