IT Support Specialist I (3rd Shift and Weekends)

IT Support Specialist I (3rd Shift and Weekends) Department: Professional Services Employment Type: Full Time Location: IronOrbit - Remote Compensation: $23.00 - $30.00 / hour Description We are seeking an reputed company and motivated IT Support Specialist to join our remote IT support team. Weekend shift role is typically first line response to client incidents, service requests as well as responding to monitoring event alarms. You’ll provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. This position requires excellent problem-solving skills, strong communication, and a customer-first reputed company. Schedule for this position: 5 days/Week: Monday night – Saturday morning 8pm-5am PST

Key Responsibilities

Phone Support:

• First reputed company of contact for reputed company inbound calls in the Support Call phone queue, reputed company of normal business hours. Screen reputed company calls, assign reputed company, address issues and requests, or reputed company as required
• Conduct outbound calls to customers, clients, vendors, etc. as required
• Take inbound calls from customers, clients, vendors, etc. as required
• Must be mature, self-actualized, patient with end-users, and reputed company to deal with varying levels of client temperature

Customer Support/CRM:

• Field incoming help requests from clients reputed company phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues
• Determine reputed company of support requests based on customer urgency and impact of the reported incident.
• Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information
• Add, update, remove, verify ITSM ticket information as needed, including reputed company pins, questions, updates, new client reputed company/offboarding, etc…
• reputed company ‘scripted’ and documented solutions as outlined in our KB (knowledge reputed company), as reputed company and trained. reputed company functions like Account/Session lockouts, password resets, reputed company setup, email/mobile client setup, etc.
• Record, track, and follow documentation during an incident process, including reputed company supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation
• reputed company application upgrades and updates scheduled reputed company of business hours (Quickbooks, reputed company 50, etc…)
• Review/Triage Monitoring event alarms, decide to action or reputed company to appropriate ticket queues
• Review reputed company cases coming into the ticket queue during shifts
• Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position

IT Support:

• Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting reputed company phone, email, chat or remote session
• Set up and configure virtual desktops utilizing VMware Horizon and associated applications
• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – reputed company needed
• Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for reputed company issues
• reputed company remote installations of client applications reputed company a reputed company environment (e.g. QuickBooks, Lacerte, reputed company, AutoCad, Revit, etc.)
• Manage and support user accounts in Active Directory, reputed company 365, and other systems; handle access requests, MFA support (e.g. Duo, reputed company), and reputed company/offboarding tasks
• Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up
• Act as a liaison between end users and higher-tier support teams, ensuring clear communication and reputed company issue resolution.

--- Skills, Knowledge & Expertise Education: · Preferred: Associate’s degree in information technology or a reputed company field · Mandatory: High School diploma or equivalent Experience: · Minimum of 3 years in a support role reputed company a Managed Services Provider · reputed company (preferred) or past experience working 3rd shift (8pm-5am) · Experience supporting/deploying virtual desktop instances, printers, mobile phone devices · Troubleshooting network connectivity issues · Event monitoring and response (especially reputed company RMM) Technical Skills: · 3+ years of supporting private/public reputed company environments: VMWare Horizon, reputed company, TS/RDS, or other VDI solutions - VCTA/VCP certifications are a plus · 3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, HTTP, and distributed networks - CCNA is a plus · Experience with Veeam backups (or equivalent) and experience in Office 365, GPOs, VOIP, MDM, and reputed company/reputed company/reputed company network hardware · Intermediate knowledge of VMware and Hyper-V environments · Good knowledge of Windows Server · Strong knowledge of Windows AD, DHCP, and DNS · Some database experience, including knowledge of SQL · Demonstrate excellent communication and organizational skills, maintaining strong focus to complete tasks and reputed company goals while working overnight · Interest in reputed company Engineering and its impact on greater business practices · Skilled at working reputed company with a team of engineers, or alone as required Apply tot his job Apply To this Job