Job Description
Join the Night Shift Elite
Are you seeking a stable, high-impact role in the Kansas City area? Horizon Night Ops is currently looking for a dedicated IT Support Specialist to join our 24/7 technical operations team. We pride ourselves on delivering top-tier support to our clients, and we need a night owl with a technical mind to keep our systems running smoothly when the rest of the world sleeps.
As part of our night shift team, you will be the first line of defense for technical troubleshooting, ensuring business continuity for our clients. This is a unique opportunity to gain extensive technical experience in a supportive environment with competitive hourly pay.
Responsibilities
- Tier 1 & 2 Support: Provide expert technical assistance via phone, email, and remote desktop to internal users and clients, resolving hardware and software issues efficiently.
- System Monitoring: Proactively monitor server health, network performance, and security alerts to prevent downtime and ensure system integrity during night hours.
- Ticket Management: Log, track, and manage all help desk tickets in our ticketing system (ServiceNow/Jira), ensuring all SLAs are met with high-quality documentation.
- Hardware & Software Deployment: Perform installations, upgrades, and configurations for laptops, printers, and operating systems as requested by the night shift supervisor.
- Incident Resolution: Diagnose and resolve complex connectivity issues and software conflicts, escalating to Tier 3 specialists when necessary.
- User Training: Assist in creating and distributing technical guides and knowledge base articles to improve self-service capabilities.
Qualifications
- Experience: Minimum of 1-2 years of experience in IT support, helpdesk, or technical customer service.
- Education: High school diploma or GED required; Associate’s degree in Computer Science or Information Technology preferred.
- Technical Skills: Strong knowledge of Windows 10/11, Microsoft Office Suite, and basic networking concepts (TCP/IP, DNS).
- Availability: Must be willing and able to work rotating night shifts, weekends, and holidays as required.
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Soft Skills: Strong problem-solving abilities, attention to detail, and a customer-centric mindset.