Night-Shift IT Support Specialist - Onsite & Remote Help

Ark

Akron (OH)

Hybrid

USD 38,000 - 50,000

Full time

14 days+

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Job summary

Ark is seeking an IT Support Specialist to respond to client inquiries, diagnose issues, and provide front-line technical support across desktop and server environments. You will work onsite during the Thursday/Friday/Saturday shift cycle, with alternating Wednesday nights, and coordinate with the IT and facilities teams to ensure reliable service.

The role emphasizes customer service excellence, problem resolution, and proactive communication.

Qualifications

Associate degree in Computer Science, Information Systems or related field, or equivalent work experience.
1+ 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).
Strong troubleshooting skills across desktop, server, network and software applications.

Responsibilities

Provide initial analysis and triage for issues reported via phone, alerts, or service portal to gather information and facilitate resolution.
Monitor infrastructure and security systems, escort for Data Center, provide Smart/Remote hands support.
Respond to technical assistance requests in person, by phone, and electronically based on urgency.
Diagnose, research, and resolve hardware, software, and performance issues; escalate with third parties as needed.
Update users on status, document resolutions, and perform timely follow-ups.
Assist with maintenance activities including Microsoft servers.
Create clear, high-quality documentation to improve first-call resolution and reduce time to resolve.
Apply knowledge to deliver personalized, value-added service to clients.
Collaborate with colleagues to achieve team goals.