If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Help Desk Technician - Night Shift 2 days ago Requisition ID: 1039 Salary Range: $26.44 To $28.85 Hourly Why Kendall Howard / GEMSTONE The GEMSTONE program supports critical operational equipment used in advanced technical environments. The support desk serves as the primary operational intake point for incidents, service requests, and connectivity hardware management. Technicians support both technical incident response and device lifecycle operations, ensuring operational personnel always have working connectivity devices and equipment. Supplemental insurance options 401(k) with company match Paid Time Off (PTO) Paid holidays Job Summary The Help Desk Technician provides Level-1 operational support for equipment, connectivity devices, and operational tools supported by the GEMSTONE program. This role serves as the primary intake and triage point for incidents, service requests, and operational alerts. Technicians perform remote troubleshooting, manage service tickets, coordinate escalations, and support the lifecycle management of cellular dongles and associated hardware. Technicians ensure that all operational activity is documented within the ticketing system and that device lifecycle records remain accurate. The position operates within a 24/7 support environment and requires strong troubleshooting ability, attention to detail, and disciplined documentation. Essential Functions Operational Support Monitor support channels, including ticket systems, alerts, phone, and email for incoming incidents. Create and manage service tickets for all operational issues. Perform Level-1 triage and remote troubleshooting for reported incidents. Gather diagnostic information, including logs, user reports, and device status data. Resolve common issues involving configuration, connectivity, or device operation. Escalate complex incidents to Level-2 support, engineering teams, or field engineers when necessary. Communicate status updates to users and operational teams. Maintain accurate and complete ticket documentation. Device Lifecycle and Hardware Management Provide connectivity devices, including cellular dongles and SIM cards. Maintain inventory records for all connectivity hardware. Assign devices to users and record assignments within the inventory system. Coordinate replacement of failed hardware through spare inventory pools. Initiate and track Return Merchandise Authorization (RMA) processes for defective devices. Track device serial numbers, SIM information, vendor details, and user assignments. Coordinate device recovery and inventory return during user offboarding. Assist with logistics coordination for shipping, receiving, and distribution of connectivity hardware. Maintain accurate lifecycle records for all managed devices. Operational Awareness Monitor recurring issues and report trends to the Help Desk Lead. Support operational reporting by ensuring ticket and device records remain accurate. Follow all GEMSTONE procedures related to ticket lifecycle management and incident documentation. Rotating Work Week Help Desk Technicians work a rotating two-week schedule consisting of one 46-hour week and one 34.5-hour week. Technicians are scheduled for 12-hour shifts from 6:00 PM to 6:00 AM, with a 30-minute unpaid meal break, resulting in 11.5 paid hours per shift. The rotation follows a repeating pattern in which employees work Monday and Tuesday, are off Wednesday through Friday, and work Saturday and Sunday during Week 1, then are off Monday and Tuesday, work Wednesday through Friday, and are off Saturday and Sunday during Week 2. This schedule provides every other weekend completely off while maintaining continuous 24/7 support coverage Minimum Qualifications Associate’s degree in IT, engineering technology, or related field (or equivalent experience). 2+ years of experience in technical support, help desk, or operations support roles. Strong troubleshooting and problem-solving skills. Experience using ticket management systems. Preferred Qualifications Experience supporting hardware devices or connectivity equipment. Experience managing device inventory or asset tracking systems. Familiarity with mobile connectivity hardware such as cellular dongles or SIM devices. Experience working in a 24/7 operations environment. #J-18808-Ljbffr