Night-Shift IT Support Specialist: Server & Helpdesk

ark data centers, LLC; Akron (OH); On-site; USD 38,000 - 50,000; Full time

Job summary

ark data centers, LLC is seeking an IT Support Specialist to respond to client inquiries and resolve technical issues with remote and on-site assistance. You will work with diagnostic tools, track requests, and coordinate with staff to ensure timely solutions while building strong client relationships.

In addition to after-hours on-site coverage, you will monitor infrastructure and security systems, document resolutions, and contribute to process improvements to increase first-call resolutions

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 preferred; IT-related certifications recommended (CompTIA A+, Network+, CCNA).

Responsibilities

• Provide initial analysis and triage for issues via calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
• Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support
• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
• Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.
• Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards
• Assists with maintenance activities to include Microsoft servers
• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
• Author process and support documentation to increase first call resolutions and reducing time to resolve
• Applies knowledge to the business and provides personalized, value-added service to clients
• Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals

Skills

Customer service

Technical support

Communication

Troubleshooting

Teamwork

Detail oriented

Learning mindset

Education

Associate degree in CS/IS or related

Tools

ITIL Foundation

CompTIA A+

CCNA

Microsoft Certifications

VMware

Windows Server

Active Directory

O365

Job description

ark data centers, LLC is seeking an IT Support Specialist to respond to client inquiries and resolve technical issues with remote and on-site assistance. You will work with diagnostic tools, track requests, and coordinate with staff to ensure timely solutions while building strong client relationships.

In addition to after-hours on-site coverage, you will monitor infrastructure and security systems, document resolutions, and contribute to process improvements to increase first-call resolutions