IT Support Specialist - Nights

IT Support Specialist - Nights

ark data centers

Provide technical assistance to clients, ensuring courteous, timely and effective resolution of issues. Use diagnostic and support request tracking tools, remote support at desktop and server level, and collaborate with staff to coordinate actions. Establish and build client relationships, pursue improved solutions, and deliver services that meet client needs. Serve as an extension of the local facilities team after normal business hours, ensuring emergency response and physical security.

Thursday/Friday/Saturday and alternating Wednesday from 7p to 7a.

• Provide initial analysis and triage for issues reported via phone, alerts, or service portal.
• 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.
• Proactively update users on status, document resolutions, and perform timely follow‑ups per policy and standards.
• Assist with maintenance activities, including Microsoft servers.
• Ensure accuracy, clarity and quality of work to increase efficiency.
• Author process and support documentation to increase first call resolution and reduce time to resolve.
• Apply knowledge to the business and provide personalized, value‑added service to clients.
• Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals.

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience.
• One+ year experience in a customer service role providing technical support.
• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred.
• IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft).
• Above average desktop/laptop/network/hardware/software/application troubleshooting skills.
• Microsoft Server Technologies, VMWare knowledge.
• Experience with Windows Operating Systems, Active Directory, O365.
• Experience using service management system for issue tracking.
• VOIP, WAN, and LAN connectivity/router experience preferred.
• Outstanding phone etiquette and exceptional oral and written communication.
• Ability to diffuse agitated situations and operate effectively and professionally under pressure.
• Excellent customer service attitude and interpersonal skills.
• Excellent organizational skills, attention to detail.
• Self‑motivated with strong aptitude and desire to learn.

Annual salary range: $37,595 - $50,470, final offer based on experience and skillsets.

• Entry level

• Full‑time

• Information Technology

• Technology
• Information and Internet