Night Shift IT Service Desk Pro - Advanced Support

The Intersect Group; Fort Wayne, Northern (IN, KY); Hybrid; USD 60,000 - 78,000; Full time

Job summary

The Intersect Group is seeking a skilled Service Desk Administrator for 3rd shift in Fort Wayne, IN. You will troubleshoot escalated incidents, guide junior staff, and ensure timely resolution for diverse client environments on-site.

Ideal candidates have 6+ years in IT service management or service desk, strong Windows and cloud familiarity (M365, Azure, AWS), and MSP experience. Excellent customer service and documentation are essential.

Qualifications

• 6+ years in IT service management or service desk.
• Experience in Managed Services Provider environments preferred.
• Strong knowledge of Windows operating systems and end-user technologies.

Responsibilities

• Troubleshoot escalated incidents and service requests across client environments.
• Provide guidance to service desk team on complex issues.
• Triaging incidents, prioritizing work, and documenting resolutions.
• Coordinate changes and assess impact, risk, and implementation.
• Maintain knowledge base articles and operational documentation.

Skills

ITSM

Technical support

Customer service

Escalation management

Cloud platforms

AD/Group Policy

Education

High school diploma or GED

Associate degree preferred

Tools

Microsoft 365

Google Workspace

Azure

AWS

Active Directory

Job description

The Intersect Group is seeking a skilled Service Desk Administrator for 3rd shift in Fort Wayne, IN. You will troubleshoot escalated incidents, guide junior staff, and ensure timely resolution for diverse client environments on-site.

Ideal candidates have 6+ years in IT service management or service desk, strong Windows and cloud familiarity (M365, Azure, AWS), and MSP experience. Excellent customer service and documentation are essential.