After-Hours IT Support Specialist: Data Center & Remote Hands

ark data centers, LLC; Marion (IA); On-site; USD 38,000 - 50,000; Full time

Job summary

ark data centers, LLC is seeking an IT Support Specialist to respond to client inquiries and resolve issues with remote and on-site support. You will use diagnostics and ticketing tools, work after hours for emergency coverage, and build strong client relationships.

The role emphasizes triage, issue resolution, documentation, and collaboration with the facilities and IT teams to ensure reliable service and security at the data center location.

Qualifications

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience.
• 1+ year experience in customer service role providing technical support.
• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred.
• IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft).
• Above average desktop/laptop/network/hardware/software/application troubleshooting skills.
• Microsoft Server Technologies, VMWare
• Windows Operating Systems, Active Directory, O365
• Experience using service management system for issue tracking
• VOIP, WAN and LAN connectivity/routers experience preferred
• Outstanding phone etiquette and exceptional oral and written communication
• Ability to diffuse agitated situations and operate effectively and professionally under pressure
• Excellent customer service attitude and interpersonal skills
• Excellent organizational skills, concern for accuracy and attention to detail
• Self-motivated with a strong aptitude and desire to learn

Responsibilities

• Provide initial analysis and triage for issues via phone, monitoring alerts, or service portal to gather information and facilitate resolution.
• Monitor critical infrastructure and security systems; escort for Data Center and provide Smart/Remote hands support.
• Respond to requests for technical assistance in person, via phone, and electronically based on urgency.
• Diagnose, research, and resolve hardware, software, application, and performance issues; escalate as needed.
• Proactively update users on status, document resolutions and follow up.
• Assist with maintenance activities to include Microsoft servers.
• Ensure accuracy, clarity and quality of work; increase efficiency.
• Author process and support documentation to increase first call resolutions.
• Apply knowledge to the business and provide personalized, value-added service to clients.
• Embrace teamwork and collaborate to achieve team goals.

Skills

Troubleshooting

Customer service

Communication

Problem diagnosis

Teamwork

Education

Associate degree or equivalent

Tools

Microsoft Server Technologies

VMware

Active Directory

O365

Job description

ark data centers, LLC is seeking an IT Support Specialist to respond to client inquiries and resolve issues with remote and on-site support. You will use diagnostics and ticketing tools, work after hours for emergency coverage, and build strong client relationships.

The role emphasizes triage, issue resolution, documentation, and collaboration with the facilities and IT teams to ensure reliable service and security at the data center location.