IT Support Technician Senior - Night Shift Lead

• Respond to and manage incidents, alerts, and outages, ensuring timely resolution and minimal impact on operations.
• Perform root cause analysis and provide detailed incident reports for critical issues.
• Escalate unresolved issues to higher-level support teams or vendors as necessary.

• Diagnose and resolve hardware, software, and network-related issues affecting the organization’s IT infrastructure.
• Utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations.

• Act as the primary point of contact for all night shift activities within the NOC.
• Supervise and coordinate the tasks of the night shift team, ensuring efficient operations and adherence to established protocols.
• Provide mentorship and guidance to technicians on the night shift, fostering a collaborative and supportive work environment.
• Conduct regular training sessions to enhance the technical skills and knowledge of the team.
• Lead by example in adherence to security protocols, operational best practices, and customer service excellence.

• Maintain accurate and detailed logs of all incidents, changes, and maintenance activities performed during the night shift.
• Prepare and deliver shift turnover reports to the incoming shift lead and management.
• Update and maintain SOPs and knowledge base documentation related to NOC operations.

• Communicate effectively with other NOC teams, IT units, and external stakeholders to coordinate resolution efforts and ensure seamless operations.
• Participate in cross-functional meetings to discuss ongoing issues, planned maintenance, and improvement initiatives.
• Liaise with daytime NOC teams to ensure a smooth transition and continuity of operations.

1. High School Diploma/GED and three (3) years of relevant experience.
2. Three (3) years of experience monitoring in an enterprise atmosphere.
3. Three (3) years of customer service experience.
4. Excellent communication skills as evidenced in application materials.
5. Three (3) years of experience in supervision or as a lead worker in the Information Technology field.

1. Associate's degree.
2. ITIL Foundation certificate.
3. Security+ or other related security certifications.
4. Knowledge of:
   • Database Management
   • Principles of Networking
   • Computer Environmental Control Systems
   • Monitoring Software
   • Scripting, and programming skills
   • Security incident management
   • Identifying and triaging phishing emails or attacks

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications.
• Resume.
• List of three (3) professional references.

Only complete applications will be considered.

Application review begins Tuesday, April 1, 2025 and will continue until a qualified pool of applicants are identified.