IT Support Specialist - Nights

Ark; Akron (OH); On-site; USD 38,000 - 50,000; Full time

Job summary

Ark in Akron is seeking an IT Support Specialist to respond to client inquiries and provide courteous, timely technical assistance. The role involves remote desktop/server support, triage, documentation, and coordination with staff to resolve issues.

The position also supports the facilities team after hours for emergencies and security. Responsibilities include initial analysis, monitoring infrastructure, handling in-person/remote requests, and maintaining IT services with emphasis on customer

Qualifications

• Associate degree or equivalent work experience in a computer/IT field.
• 1+ year experience in customer service role providing technical support.
• ITIL v3/v4 Foundation certification or equivalent ITIL experience preferred.
• IT-related certifications (CompTIA A+/Network+/Server+, CCNA or Microsoft) preferred.
• Solid desktop/laptop/network/hardware/software/application troubleshooting skills.
• Experience with Microsoft server technologies and VMware.
• Experience with Windows OS, Active Directory, O365.
• Experience using a service management system for issue tracking.
• VOIP, WAN and LAN experience preferred.
• Excellent communication and organizational skills; ability to stay calm under pressure.

Responsibilities

• Provide initial analysis and triage for issues reported via phone, alerts, or service portal.
• Monitor and support critical infrastructure and security systems at the local facility.
• Respond to technical requests in person, by phone, and electronically based on urgency.
• Diagnose, research, and resolve hardware, software, and performance issues; escalate as needed.
• Document resolutions and provide timely follow-ups according to policy.
• Assist with maintenance activities including Microsoft servers.
• Improve efficiency by ensuring clarity and quality of work.
• Create and update process documentation to increase first-call resolution.
• Collaborate with colleagues to achieve team goals.

Skills

Communication

Troubleshooting

Customer service

Education

Associate degree in Computer Science or related field

IT certifications (ITIL, CompTIA, etc.)

Tools

VMware

Windows Server Technologies

Active Directory

Office 365

Networking (VOIP/WAN/LAN)

Job description

Job Summary

The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security.

Description

Job Summary: The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security.

Shift Hours

Thursday/Friday/Saturday and alternating Wednesday from 7p to 7a onsite at location.

Essential Functions

• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
• Monitor critical infrastructure and security systems supporting the local facility. 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 technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.
• Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards
• Assists with maintenance activities to include Microsoft servers
• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
• Author process and support documentation to increase first call resolutions and reducing time to resolve
• Applies knowledge to the business and provides personalized, value-added service to clients
• Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals

Requirements

Qualifications:

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience
• One + 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

Compensation

The compensation for this position is $37,595 - 50,470 annually. Final offer amounts are determined by multiple factors including experience and skillsets.