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# Technical Support Specialist-Night Shift

- **Company:** Combined Public Communications, Inc.
- **Location:** Cold Spring, KY, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, System Configuration, Issue Tracking Systems, Enterprise Messaging Systems, Reliability of Systems, User Administration, Unified Endpoint Management
- **Published:** September 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1d1485bb70188704

## About the Role

* 2+ years of experience in technical support, IT help desk, or similar role preferred.
 * Working knowledge of troubleshooting hardware, software, and network-related issues.
 * Familiarity with Microsoft 365, device management tools, and ticketing systems.
 * Basic understanding of Active Directory, endpoint management, or telephony systems is a plus.
 * Ability to follow structured processes and independently drive issue resolution.

Non-Technical Requirements

 * Strong communication and customer service skills.
 * Ability to manage multiple priorities in a fast-paced environment.
 * Strong problem-solving and analytical thinking skills.
 * High level of accountability and attention to detail.
 * Team-oriented mindset with a focus on continuous improvement.

Schedule & Work Location
Schedule: Tuesday-Saturday, Night Shift
Regular Shift: 6:00 p.m.-2:00 a.m. OR 7:00 p.m.-3:00 a.m.
Work Location: Remote following successful completion of the required six-week, in-office training program.
Training Requirement: The first six weeks of employment will consist of an in-office training program, Monday through Friday, from 8:00 a.m.-4:00 p.m. Upon successful completion of the training program, the employee will transition to the designated night shift and work remotely from home.

## Description

The Technical Support Specialist is responsible for providing intermediate-level technical support across internal systems, field operations, and customer-facing platforms. This role includes diagnosing and resolving Tier 1 and Tier 2 issues, supporting system
configurations, and ensuring reliable service delivery. The Specialist is expected to take ownership of issues from intake through resolution, while following established processes and escalating when appropriate., * Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.

 * Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
 * Support account provisioning, permissions management, and device configuration for internal users and customer environments.
 * Assist with system configurations including telephony setup, endpoint configuration, and basic network troubleshooting.
 * Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
 * Document troubleshooting steps, root cause, and resolution details within the ticketing system.
 * Identify recurring issues and contribute to root cause analysis and long-term resolution efforts.
 * Escalate complex issues to senior technical resources with complete and accurate documentation.
 * Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures
 * Maintain awareness of system status and proactively respond to performance or outage indicators.
 * Must be flexible and able to work independently.

Support Operations

 * Manage and prioritize support queues based on urgency, severity, and business impact.
 * Ensure all tickets are updated, tracked, and closed with proper documentation.
 * Participate in outage response by performing initial triage and gathering critical information.
 * Adhere to escalation procedures and service standards to ensure consistency and quality.

Communication & Collaboration

 * Communicate technical issues and resolutions clearly to both technical and non-technical audiences.
 * Collaborate with Product, Development, Infrastructure, and Operations teams to resolve issues.
 * Provide feedback on recurring issues, system improvements, and support process gaps.
 * Possess excellent phone and verbal communication skills.