3rd Shift Senior Specialist, IT Support
Great Lakes Cheese
- Location
- Onsite (Hiram, OH)
- Employment
- Full-time
- Level
- Mid Level
About the role
Great Lakes Cheese, a leading manufacturer and packager of natural and processed cheeses, is seeking a 3rd Shift Senior Specialist to provide overnight Level 2 IT support. This role ensures continuous system reliability and performance by resolving complex technical issues and maintaining hardware and software across the organization.
Skills
Full job details
Job Overview
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
- Bachelor’s degree.
- 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.