After Hours Help Desk Specialist

Job Summary

Supporting after-hours operations, the part-time After Hours Help Desk Specialist will serve as the primary point of contact for authorized callers, coordinating responses to production outages and planned maintenance activities remotely from 5 PM to 7 AM.

Key responsibilities:

• Serve as an after-hours point of contact for authorized callers supporting ATHENA production operations
• Receive, document, and triage support calls involving production outages and service interruptions
• Facilitate communication between remote support personnel and on-site technicians to coordinate incident resolution

Required qualifications:

• Experience in a help desk, service desk, or IT operations environment
• Working knowledge of incident intake, ticket documentation, and troubleshooting practices
• Ability to follow technical procedures and exercise sound judgment during outages
• Active Secret clearance or the ability to obtain one
• Ability to work evenings, nights, weekends, and holidays as needed