Overnight IT Support Specialist — 3rd Shift

Great Lakes Cheese, Inc; Ohio; On-site; USD 60,000 - 80,000; Full time

Job summary

Great Lakes Cheese, Inc. in Ohio seeks a 3rd Shift Senior Specialist, IT Support to provide Level 2 overnight IT support for desktops, mobile, phone, and applications across the organization. You will resolve complex issues, maintain systems, and ensure IT operations during non-business hours.

Responsibilities include logging requests, guiding users through diagnostics, applying patches, and supporting on-call rotation; travel up to 20% may be required.

Qualifications

• High school diploma and 1 year of hands-on IT experience.
• Proficiency in Microsoft operating systems and Office applications.
• Strong customer service orientation with effective communication skills.
• Understanding of basic networking principles and troubleshooting.
• Ability to work independently with minimal supervision.

Responsibilities

• Provide overnight technical support via phone, email, remote tools, and in-person for hardware, software, and network-related issues.
• Log, prioritize, and track support requests through the ticketing system, ensuring timely resolution or escalation.
• Guide users through diagnostic procedures and collect detailed information to identify root causes.
• Escalate highly complex or unresolved issues to appropriate IT teams while maintaining clear documentation.
• Maintain accurate records of issues, solutions, and incident history for reporting and trend analysis.
• Independently install, configure, and troubleshoot desktop systems, laptops, mobile devices, printers, and peripherals.
• Monitor and support enterprise applications, phone systems, and network connectivity.
• Perform software updates, system patches, and general maintenance during off peak hours.
• Assist with change control implementations and routine system checks during overnight windows.
• Participate in on-call rotation for critical support needs, including weekends and holidays as required.
• Support IT onboarding for overnight shift hires, including setup and orientation.
• Ensure compliance with organizational security standards and Safe Quality Food (SQF) Program guidelines.
• Adhere to all safety and quality policies and procedures.
• Other duties as assigned by the IT Manager.
• Ability to travel up to 20%.

Skills

Microsoft OS & Office

Customer service

Networking basics

Independent work

Education

High school diploma

Tools

SAP

MES

InfinityQS

Job description

Great Lakes Cheese, Inc. in Ohio seeks a 3rd Shift Senior Specialist, IT Support to provide Level 2 overnight IT support for desktops, mobile, phone, and applications across the organization. You will resolve complex issues, maintain systems, and ensure IT operations during non-business hours.

Responsibilities include logging requests, guiding users through diagnostics, applying patches, and supporting on-call rotation; travel up to 20% may be required.