Technical Support Specialist-Night Shift

Combined Public Communications, LLC; Cold Spring (KY); Remote; USD 45,000 - 65,000; Full time

Job summary

Combined Public Communications, LLC is seeking a Technical Support Specialist for the night shift, delivering intermediate IT support across internal systems and customer-facing platforms. You will own issues from intake to resolution, following established processes and escalating when needed.

The role requires 2+ years in technical support, strong verbal communication, and familiarity with Microsoft 365, ticketing systems, and AD. Remote work after a six-week in-office training is offered.

Qualifications

• 2+ years experience in technical support, IT help desk, or similar role preferred.
• Strong customer service and communication skills.
• Familiarity with Microsoft 365, device management tools, and ticketing systems.
• Basic understanding of Active Directory, endpoint management, or telephony systems is a plus.

Responsibilities

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access and connectivity.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Assist with system configurations including telephony setup and endpoint configuration.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Document troubleshooting steps, root cause, and resolution details within the ticketing system.
• Identify recurring issues and contribute to root cause analysis and long-term resolution efforts.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Create and maintain knowledge base documentation and support procedures.

Skills

Customer service

Verbal communication

Multitasking

Tools

Microsoft 365

Ticketing systems

Device management tools

Active Directory

Telephony systems

Job description

Technical Support Specialist-Night Shift

Position Summary

The Technical Support Specialist is responsible for providing intermediate-level technical support across internal systems, field operations, and customer-facing platforms. This role includes diagnosing and resolving Tier 1 and Tier 2 issues, supporting system

configurations, and ensuring reliable service delivery. The Specialist is expected to take ownership of issues from intake through resolution, while following established processes and escalating when appropriate.

Key Responsibilities

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Assist with system configurations including telephony setup, endpoint configuration, and basic network troubleshooting.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Document troubleshooting steps, root cause, and resolution details within the ticketing system.
• Identify recurring issues and contribute to root cause analysis and long-term resolution efforts.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures
• Maintain awareness of system status and proactively respond to performance or outage indicators.
• Must be flexible and able to work independently.

Support Operations

• Manage and prioritize support queues based on urgency, severity, and business impact.
• Ensure all tickets are updated, tracked, and closed with proper documentation.
• Participate in outage response by performing initial triage and gathering critical information.
• Adhere to escalation procedures and service standards to ensure consistency and quality.
• Communicate technical issues and resolutions clearly to both technical and non-technical audiences.
• Collaborate with Product, Development, Infrastructure, and Operations teams to resolve issues.
• Provide feedback on recurring issues, system improvements, and support process gaps.
• Possess excellent phone and verbal communication skills.

Qualifications

• 2+ years of experience in technical support, IT help desk, or similar role preferred.
• Working knowledge of troubleshooting hardware, software, and network-related issues.
• Familiarity with Microsoft 365, device management tools, and ticketing systems.
• Basic understanding of Active Directory, endpoint management, or telephony systems is a plus.
• Ability to follow structured processes and independently drive issue resolution.

Non-Technical Requirements

• Strong communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical thinking skills.
• High level of accountability and attention to detail.
• Team-oriented mindset with a focus on continuous improvement.

Schedule & Work Location

Schedule: Tuesday–Saturday, Night Shift
Regular Shift: 6:00 p.m.–2:00 a.m. OR 7:00 p.m.–3:00 a.m.
Work Location: Remote following successful completion of the required six-week, in-office training program.

Training Requirement: The first six weeks of employment will consist of an in-office training program, Monday through Friday, from 8:00 a.m.–4:00 p.m. Upon successful completion of the training program, the employee will transition to the designated night shift and work remotely from home.