Help Desk Specialist - 3rd Shift weekends

Help Desk Specialist

The hours of the position are 11:00pm to 7:00am. Ideal candidate must be able to work weekends and holidays.

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.

Key Responsibilities:

• Provide technical support for intermediate-level hardware, software, and networking issues.
• Troubleshoot intermediate issues related to Windows, Microsoft 365, Active Directory, and common line‑of‑business applications.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Provide support and coaching to junior help desk technicians.
• Assist with onboarding new Help Desk technicians.
• Document issues, resolutions, and processes in the knowledge base.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Proficient in supporting Microsoft 365, Windows OS, and Active Directory.
• Familiarity with RMM and PSA tools.
• Strong problem‑solving skills and the ability to handle 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.

Preferred Qualifications:

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

Key Performance Indicators for Role:

• First Call Resolution (FCR) Rate – Percentage of issues resolved during the first interaction without escalation.
• Tickets Closed per Day – Number of tickets successfully managed and closed daily.
• Weekly Utilization Rates – Measure hours on tickets.

Equal Opportunity Employer Statement:

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.