Night IT Support Specialist — 3rd Shift & On-Call

Great Lakes Cheese, Inc; Hiram Township (OH); Presencial; USD 42.000 - 62.000; Tempo integral

Resumo da vaga

Great Lakes Cheese, Inc. is seeking a 3rd Shift Senior Specialist, IT Support to provide Level 2 overnight support across desktop, mobile, phone, and enterprise applications.

You will ensure continuous IT operations by resolving complex issues, maintaining hardware and software, and delivering excellent user service during non-business hours. The role supports the internal IT Service Desk, participates in on-call rotations including weekends and holidays, and requires travel up to 20%.

Qualificações

• High school diploma and 1 year 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.

Responsabilidades

• 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%.

Conhecimentos

Customer service

Communication

Networking basics

Independent work

Windows OS proficiency

Office applications proficiency

Formação

High school diploma

Ferramentas

Microsoft Windows OS

Microsoft Office

Remote support tools

Descrição da vaga

Great Lakes Cheese, Inc. is seeking a 3rd Shift Senior Specialist, IT Support to provide Level 2 overnight support across desktop, mobile, phone, and enterprise applications.

You will ensure continuous IT operations by resolving complex issues, maintaining hardware and software, and delivering excellent user service during non-business hours. The role supports the internal IT Service Desk, participates in on-call rotations including weekends and holidays, and requires travel up to 20%.