Help Desk Specialist - 2nd & 3rd weekends

CMIT Solutions National Corp. Help Desk Specialist - 2nd & 3rd shift including weekends (Cranston, RI
· Remote
· Full time)

The Help Desk Specialist provides advanced technical support within the Service Desk team. Acting as a second-tier resource, this role involves handling intermediate-level issues escalated by Level 1 Technicians, supporting a broader range of IT systems, and playing a critical role in ensuring high service standards for our clients. The Help Desk Specialist also mentors junior technicians and contributes to improving support documentation and processes.

Shift & Location requirements: 2nd and 3rd shift with weekend availability. Must be local to the Rhode Island area. This is not a remote position.

Leading with trust. CMIT Solutions National Corp. is a recognized leader in Managed IT Services for businesses. We’re business owners too, so we understand the opportunities and challenges facing today’s organizations. Our exceptional team includes more than 250 franchise locations and 900 top technology practitioners who want to help your business succeed.

• Provide technical support for intermediate-level hardware, software, and networking issues.
• Provide prompt and professional technical support to end‑users via phone, email, or remote assistance tools.
• Troubleshoot intermediate issues related to Windows, Microsoft 365, Active Directory, and commonly used line‑of‑business applications.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Document incidents and resolutions accurately using IT service management tools such as Autotask, Connect Wise, and IT Glue.
• Provide support and coaching to junior help desk technicians and assist with onboarding new technicians.
• Collaborate with team members to elevate complex issues and ensure timely resolution for all help desk requests.

• Education: Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Proven experience in technical or desktop support roles with strong understanding of computer hardware and operating systems.
• Proficiency in managing computers and networks, including LAN setup, VPN access, and firewall troubleshooting.
• Proficient in supporting Microsoft 365, Windows OS, and Active Directory.
• Familiarity with RMM and PSA tools.
• Strong problem‑solving skills and ability to work under pressure in a fast‑paced environment.
• Ability to work independently and in a team‑oriented environment.
• Excellent communication skills—both written and verbal—with a strong customer‑service orientation.
• Experience with help desk ticketing systems such as Autotask or Connect Wise is preferred.

• IT certifications (e.g., CompTIA Network+ and A+, Microsoft, Jamf, and Google certifications).
• Experience with remote support tools and systems.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.