Helpdesk Support (Nightshift 11PM-8AM)

Help Desk Analyst – Night Shift

Position Summary

The Help Desk Analyst provides first-level technical support to computer users throughout the organization. This position is responsible for investigating, diagnosing, and resolving routine software, hardware, networking, and other computer-related issues.

This is a night-shift position with scheduled hours from 11:00 p.m. to 8:00 a.m. Candidates must be available and willing to work this overnight schedule.

Essential Duties and Responsibilities

• Answer, evaluate, and prioritize incoming requests for technical assistance received by telephone, voicemail, email, and in person.

• Provide support to users experiencing hardware, software, networking, and other technology-related issues.

• Gather relevant information about reported problems and guide users through diagnostic procedures to identify the source of the issue.

• Determine whether technical problems are related to hardware components such as modems, printers, cables, telephones, or other equipment.

• Perform problem recognition, research, isolation, resolution, and follow-up for routine user issues.

• Escalate complex or unresolved problems to a supervisor or the appropriate technical support team.

• Document technical issues, troubleshooting steps, and resolutions accurately and thoroughly.

• Communicate professionally with users and provide timely updates regarding the status of their requests.

Work Schedule

• Night shift: 11:00 p.m. to 8:00 a.m.

• Candidates must be able to consistently work the overnight schedule.

• Weekend and holiday availability may be required based on departmental and operational needs.

Qualifications

• Five years of general information technology experience.

• Three years of specific experience providing customer or technical support.

• Ability to manage multiple assignments and priorities simultaneously.

• Ability to communicate tactfully and professionally, both verbally and in writing, with department leaders, managers, coworkers, users, and vendors.

• Strong problem-solving, customer service, and interpersonal skills.

• Working knowledge of computers, internet-based systems, and automated applications.

• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.

Education

Bachelor’s degree in Computer Science, Information Technology, or a related field from an accredited college or university, or the international equivalent, preferred.

Equal Employment Opportunity

VITAS Healthcare is an Equal Opportunity Employer and is committed to providing employment opportunities without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable law.

EOE/AA M/F/D/V