Help Desk Specialist - 3rd Shift including weekends

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, 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., * 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., o Percentage of issues resolved during the first interaction without escalation.
• Tickets Closed per Day

o Number of tickets successfully managed and closed daily.

• Weekly Utilization Rates

• 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.
• Skills:
• 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.

$23 - $25 per hour

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.