Help Desk & Security Support Technician (Night Shift)

• Serve as the primary point of contact for help desk tickets received during overnight hours.
  
• Provide phone and ticket‑based support for end users experiencing issues with:
  

• Workstations, laptops, mobile devices, and printers
  
• Core business applications
  
• Microsoft 365 services including email, Microsoft Teams, and collaboration tools
  

• Research, troubleshoot, and resolve technical issues independently when possible.
  
• Clearly document all troubleshooting steps, actions taken, and outcomes within the help desk ticketing system to support seamless hand off to daytime teams.
  
• Communicate professionally and effectively with users, customers, and internal teams during after‑hours incidents.
  

• Monitor and respond to security‑related alerts and tickets during overnight hours, including:
  

• Phishing and suspicious email reports
  
• Suspected account compromise
  
• Endpoint and device security alerts
  
• MFA and authentication‑related issues
  

• Perform initial investigation and containment actions such as:
  

• Account lockouts and password resets
  
• MFA resets or enforcement
  
• Device isolation or access restriction, as directed by run books
  

• Escalate confirmed or high‑risk security incidents in accordance with established incident response and escalation procedures.
  
• Maintain heightened security awareness during off‑hours, when risk and response time are critical.
  

• Independently manage workload and prioritize tickets with minimal supervision during overnight shifts.
  
• Follow documented run books, standard operating procedures, and escalation paths.
  
• Contribute detailed incident notes, summaries, and recommendations for follow‑up by engineering or security teams.
  
• Assist with user onboarding, offboarding, and emergency access requests that occur outside normal business hours.
  

Requirements

• High school diploma required; additional technical education preferred.
  
• 3+ years of experience in an IT help desk, tech support, or similar role with the ability to troubleshoot all aspects of computer components.
  
• Experience supporting Microsoft, Apple and Android environments and Microsoft 365/Azure services.
  
• Working knowledge of identity and access concepts, including passwords, MFA, and account security.
  
• Ability to work independently and make sound decisions during overnight hours.
  
• Strong troubleshooting, documentation, and communication skills.
  
• Professional, calm demeanor when responding to after‑hours incidents.
  

• Experience handling security‑related incidents such as phishing, malware, or account compromise.
  
• Familiarity with Microsoft security tooling, including Microsoft Defender, email security platforms, or endpoint protection solutions.
  
• Experience with Active Directory, Azure AD / Microsoft Entra ID.
  
• Industry certifications such as CompTIA A+, Security+, or Microsoft certifications are a plus.
  

Benefits

• Health Insurance
  
• PTO and Holiday Pay
  
• Bonus Program
  
• Opportunity for growth
  
• Remote Work Opportunity