Night IT Support Specialist - Remote Hands Onsite Response

Ark; Marion (IA); Hybrid; USD 38,000 - 50,000; Full time

Job summary

Qualifications

• Associate degree or equivalent IT experience.
• 1+ year in a customer service role with technical support.
• ITIL v3/v4 Foundation preferred.
• IT certifications (A+, Network+, Server+, CCNA, Microsoft) preferred.
• Strong troubleshooting across desktop, network, and software.
• Excellent communication and customer service skills.

Responsibilities

• Provide initial analysis and triage for issues reported through calls, monitoring alerts, or service portal.
• Monitor infrastructure and security systems; provide remote hands support.
• Respond to requests for technical assistance in person, by phone, and electronically.
• Diagnose, research, and resolve hardware, software, and performance issues; escalate as needed.
• Update users on status and document resolutions; follow up per policy.
• Author process docs to increase first call resolutions and reduce time to resolve.

Skills

Customer service

Technical support

Written communication

Phone etiquette

Teamwork

Problem solving

Education

Associate degree in CS/IS or related field

Tools

Active Directory

O365

VMWare

Microsoft Server Technologies

VOIP

Job description