Specialist, IT Support (Third Shift) (Finance)

Job Overview

The IT Support Specialist is responsible for Level 1 support and maintenance of the company's desktop, mobile, phone, IT and shop floor systems. This role ensures smooth IT operations during non-business hours by resolving technical issues, supporting the internal IT Service Desk, and maintaining hardware, software, and related equipment. Regular business hours for this role: 10:00 PM to 6:00 AM EST.

Job Responsibilities

• Provide 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 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.
• 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 responsibilities as assigned by the Manager.
• Up to 25% travel within the United State as required

Required Education and Experience

• Bachelor's degree in Information Systems or equivalent hands-on IT experience.
• Strong communication and customer centric IT service skills.
• Proficiency in Microsoft operating systems and Office applications.
• Understanding of basic networking principles and troubleshooting.
• Ability to work independently with minimal supervision during overnight hours.

Preferred Education and 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

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

• Work is performed in an office setting.

EEOC & Disclaimer

Great Lakes Cheese is an Equal Opportunity Affirmative Action Employer.