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IT Support Specialist I (3rd Shift and Weekends)

March 10, 2026

IT Support Specialist I (3rd Shift and Weekends)

Department: Professional Services

Employment Type: Full Time

Location: IronOrbit - Remote

Compensation: $23.00 - $30.00 / hour

Description

We are seeking an experienced and motivated IT Support Specialist to join our remote IT support team. Weekend shift role is typically first line response to client incidents, service requests as well as responding to monitoring event alarms. You’ll provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. This position requires excellent problem-solving skills, strong communication, and a customer-first mindset.

Schedule for this position: 5 days/Week: Monday night – Saturday morning 8pm-5am PST

Key Responsibilities

Phone Support:

• First point of contact for all inbound calls in the Support Call phone queue, outside of normal business hours. Screen all calls, assign priority, address issues and requests, or route as required

• Conduct outbound calls to customers, clients, vendors, etc. as required

• Take inbound calls from customers, clients, vendors, etc. as required

• Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client temperature

Customer Support/CRM:

• Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues

• Determine priority of support requests based on customer urgency and impact of the reported incident.

• Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information

• Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc…

• Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc.

• Record, track, and follow documentation during an incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation

• Perform application upgrades and updates scheduled outside of business hours (Quickbooks, Sage 50, etc…)

• Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues

• Review all cases coming into the ticket queue during shifts

• Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position

IT Support:

• Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session

• Set up and configure virtual desktops utilizing VMware Horizon and associated applications

• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – when needed

• Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for complex issues

• Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.)

• Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks

• Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up

• Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.

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Skills, Knowledge & Expertise

Education:

· Preferred: Associate’s degree in information technology or a related field

· Mandatory: High School diploma or equivalent

Experience:

· Minimum of 3 years in a support role within a Managed Services Provider

· Current (preferred) or past experience working 3rd shift (8pm-5am)

· Experience supporting/deploying virtual desktop instances, printers, mobile phone devices

· Troubleshooting network connectivity issues

· Event monitoring and response (especially NinjaOne RMM)

Technical Skills:

· 3+ years of supporting private/public cloud environments: VMWare Horizon, Citrix, TS/RDS, or other VDI solutions - VCTA/VCP certifications are a plus

· 3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, HTTP, and distributed networks - CCNA is a plus

· Experience with Veeam backups (or equivalent) and experience in Office 365, GPOs, VOIP, MDM, and Cisco/Sophos/SonicWall network hardware

· Intermediate knowledge of VMware and Hyper-V environments

· Good knowledge of Windows Server

· Strong knowledge of Windows AD, DHCP, and DNS

· Some database experience, including knowledge of SQL

· Demonstrate excellent communication and organizational skills, maintaining strong focus to complete tasks and achieve goals while working overnight

· Interest in Cloud Engineering and its impact on greater business practices

· Skilled at working in tandem with a team of engineers, or alone as required

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...