3rd Shift Senior Specialist, IT Support

Great Lakes Cheese; Hiram Township (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Great Lakes Cheese is seeking a 3rd Shift Senior Specialist, IT Support to provide Level 2 overnight support across desktop, mobile, phone, and applications. You will help maintain operations during non-business hours and support the internal IT Service Desk to ensure system reliability.

The role requires a high school diploma with IT experience, strong customer service, and networking knowledge. The position involves on-site work in a 24x7 environment with travel up to 20%, and there is a

Qualifications

• High school diploma with 1 year of hands-on IT experience.
• Proficiency in Microsoft operating systems and Office applications.
• Strong customer service orientation with effective communication.
• Understanding of basic networking principles and troubleshooting.
• Ability to work independently with minimal supervision.

Responsibilities

• Provide overnight IT support for hardware, software, and network issues.
• Log and track requests via the ticketing system; escalate when needed.
• Guide users through diagnostics and collect issue details.
• Escalate complex issues to IT teams with proper documentation.
• Maintain records of issues and solutions for trend analysis.
• Install and troubleshoot desktops, laptops, mobiles, printers, and peripherals.
• Monitor enterprise apps, phone systems, and network connectivity.
• Apply software updates and patches during off-peak hours.
• Assist with change control and overnight checks.
• Participate in on-call rotation including weekends/holidays.
• Support onboarding for overnight shift hires.
• Ensure compliance with SQF and security standards.
• Follow safety and quality policies.
• Other duties as assigned by the IT Manager.
• Travel up to 20% as required.

Skills

Customer service orientation

Effective communication

Independent work

Education

High school diploma

Bachelor's degree (preferred)

Tools

Microsoft Windows OS

Office Applications

Networking basics

ITSM ticketing systems

SAP

MES

InfinityQS

Cisco/VMware certifications (preferred)

Job description

Job Overview

The 3rd Shift Senior Specialist, IT Support is responsible for Level 2 overnight support and maintenance of desktop, mobile, phone, and customer experience across the organization. This role ensures continuous IT operations by resolving complex technical issues, maintaining hardware/software, and providing exceptional service to users during non-business hours. The position supports the internal IT Service Desk and contributes to overall system reliability and performance.

Job Overview

The 3rd Shift Senior Specialist, IT Support is responsible for Level 2 overnight support and maintenance of desktop, mobile, phone, and customer experience across the organization. This role ensures continuous IT operations by resolving complex technical issues, maintaining hardware/software, and providing exceptional service to users during non-business hours. The position supports the internal IT Service Desk and contributes to overall system reliability and performance.

Job Responsibilities

• Provide overnight technical support via phone, email, remote tools, and in-person for hardware, software, and network-related issues.
• Log, prioritize, and track support requests through the ticketing system, ensuring timely resolution or escalation.
• Guide users through diagnostic procedures and collect detailed information to identify root causes.
• Escalate highly complex or unresolved issues to appropriate IT teams while maintaining clear documentation.
• Maintain accurate records of issues, solutions, and incident history for reporting and trend analysis.
• Independently install, configure, and troubleshoot desktop systems, laptops, mobile devices, printers, and peripherals.
• Monitor and support enterprise applications, phone systems, and network connectivity.
• Perform software updates, system patches, and general maintenance during off peak hours.
• Assist with change control implementations and routine system checks during overnight windows.
• Participate in on-call rotation for critical support needs, including weekends and holidays as required.
• Support IT onboarding for overnight shift hires, including setup and orientation.
• Ensure compliance with organizational security standards and Safe Quality Food (SQF) Program guidelines.
• Adhere to all safety and quality policies and procedures.
• Other duties as assigned by the IT Manager.
• Ability to travel up to 20%.

Required Education And Experience

• High school diploma and 1 year of hands-on IT experience.
• Proficiency in Microsoft operating systems and Office applications.
• Strong customer service orientation with effective communication skills.
• Understanding of basic networking principles and troubleshooting.
• Ability to work independently with minimal supervision.

Preferred Education And Experience

• Bachelor's degree.
• 2-4 years of relevant experience.
• Experience with IT Service Desk operations or support ticketing systems.
• Familiarity with SAP, MES, InfinityQS systems
• Familiarity with network hardware (e.g., switches, routers).
• Certifications in Microsoft, Cisco, or VMWare technologies.
• Experience supporting manufacturing or 24x7 operational environments.

Working Conditions

• Work is performed in an office setting.
• Occasional exposure to industrial operations including: temperature extremes from approximately 35ºF to 100ºF; noise levels in excess of 85 dB; moisture and moving machinery.

EEOC & Disclaimer

Great Lakes Cheese is an Equal Opportunity Employer - Protected Veterans/Individuals with Disabilities.