ITS Operations Center Technician II (Night Shift)

Our history:

From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record

Who We Are:

Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.

Title: IT&S Operations Support Technician II

Position Schedule/Shift: Night Shift - 7pm to 7am - Rotating Panama Schedule - 100% Onsite

• Rotating Panama Schedule - Work 2 shifts, off 2 shifts. Work 3 shifts, off 3 shifts. Then back to 2 and then 3 rotating between the two.

This is a 100% Onsite, Contract-to-Hire role within the ITS Operations Center at our healthcare client's corporate office located in Brentwood, TN. This role will be an SOP driven support role handling complex triage, advanced smart-hands, carrier/vendor lifecycle management to SLA closure, and mentoring Technician I staff. Operates within two-person 12-hour shifts to sustain compliance and resiliency.

ESSENTIAL JOB FUNCTIONS:

Monitoring & Vendor Management

• Lead carrier ticket lifecycle: investigate, escalate per playbooks, document follow-ups every hour, drive to resolution
• Execute advanced smart-hands: patching, optics swaps, console access, demarc testing under engineer direction
• Validate CI accuracy and remediation steps; ensure proper outage communications

Data Center Operations & Compliance

• Own monthly compliance record submission; audit SOP/runbook adherence; recommend improvements
• Support after-hours change window monitoring; act as on-site observer and log outcomes

Incident Support

• Support major incident bridges: capture timeline, ensure ticket hygiene, facilitate warm handoffs
• Provide coaching to Technician I on troubleshooting and documentation standards

MINIMUM QUALIFICATION, EDUCATION, KNOWLEDGE, SKILLS:

Qualifications:

• On-site role; 12-hour Panama rotation including nights/weekends/holidays
• Works as part of a two-person shift team -- 7:00 PM to 7:00 AM

Education:

• Vocational/Associate degree in IT or related (Bachelor's preferred)

Knowledge:

• Client/EMS, UPS/ATS familiarity
• Network troubleshooting and vendor coordination
• Service management tooling (ServiceNow or equivalent)

Skills:

• Strong troubleshooting and disciplined documentation
• Effective vendor coordination
• Ability to coach junior technicians
• Calm under pressure

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

On-site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities.

The position is: On-site / Evening/Nights Shift 7:00 PM to 7:00 AM