3rd Shift Senior Specialist, IT Support Job Details | Great Lakes Cheese

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.

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.