Night-Shift IT Support Specialist

Ark

Akron (OH)

On-site

USD 38,000 - 50,000

Full time

3 hours ago

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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.