3rd Shift Senior Specialist, IT Support

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The 3rd Shift Senior Specialist, IT Support is responsible for Level 2 overnight support and maintenance of desktop, mobile, phone, and customer experience across the organization. This role ensures continuous IT operations by resolving complex technical issues, maintaining hardware/software, and providing exceptional service to users during non-business hours. The position supports the internal IT Service Desk and contributes to overall system reliability and performance.

Job Responsibilities

• Provide overnight technical support via phone, email, remote tools, and in-person for hardware, software, and network-related issues.
• Log, prioritize, and track support requests through the ticketing system, ensuring timely resolution or escalation.
• Guide users through diagnostic procedures and collect detailed information to identify root causes.
• Escalate highly complex or unresolved issues to appropriate IT teams while maintaining clear documentation.
• Maintain accurate records of issues, solutions, and incident history for reporting and trend analysis.
• Independently install, configure, and troubleshoot desktop systems, laptops, mobile devices, printers, and peripherals.
• Monitor and support enterprise applications, phone systems, and network connectivity.
• Perform software updates, system patches, and general maintenance during off peak hours.
• Assist with change control implementations and routine system checks during overnight windows.
• Participate in on-call rotation for critical support needs, including weekends and holidays as required.
• Support IT onboarding for overnight shift hires, including setup and orientation.
• Ensure compliance with organizational security standards and Safe Quality Food (SQF) Program guidelines.
• Adhere to all safety and quality policies and procedures.
• Other duties as assigned by the IT Manager.
• Ability to travel up to 20%.

Required Education and Experience

• High school diploma and 1 year of hands-on IT experience.
• Proficiency in Microsoft operating systems and Office applications.
• Strong customer service orientation with effective communication skills.
• Understanding of basic networking principles and troubleshooting.
• Ability to work independently with minimal supervision.

Preferred Education and Experience

• 2-4 years of relevant experience.
• Experience with IT Service Desk operations or support ticketing systems.
• Familiarity with SAP, MES, InfinityQS systems
• Familiarity with network hardware (e.g., switches, routers).
• Certifications in Microsoft, Cisco, or VMWare technologies.
• Experience supporting manufacturing or 24x7 operational environments.

Working Conditions

Work is performed in an office setting.

Occasional exposure to industrial operations including: temperature extremes from approximately 35ºF to 100ºF; noise levels in excess of 85 dB; moisture and moving machinery.

EEOC & Disclaimer

Great Lakes Cheese is an Equal Opportunity Employer - Protected Veterans/Individuals with Disabilities.