Help Desk & Security Support Technician; Night Shift

NOVO is an integrated technology partner for small and mid-sized businesses, based in Dallas/Fort Worth, Texas. We bring AI advisory, cybersecurity operations, regulatory compliance, cloud and Microsoft platform deployment, managed IT, and Microsoft licensing together under one roof - enterprise-grade depth at SMB-calibrated economics. As a Microsoft Direct CSP and Solutions Partner with Microsoft Advanced Support, we operate inside the full Microsoft commercial cloud, and we run as one team rather than six specialty practices.

Our values, STAIRS - Security, Trust, Accountability, Innovation, Respect, Service - shape how we scope, deliver, and support every customer. Innovation without compromise.

The Help Desk & Security Support Technician (Overnight Shift) provides after-hours technical support and security monitoring and remediation for our customers and internal systems, with a primary focus on supporting international end users and responding to security-related alerts across global time zones. This role serves as a key overnight support resource, independently handling help desk requests and security incidents to ensure continuous service coverage.

The position is critical to maintaining 24/7 customer support, system availability, and cybersecurity posture, with an increased emphasis on incident monitoring, containment, documentation, and timely escalation during overnight hours.

Position Shift

Hours:

10 PM - 7 AM

• 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
• 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.

• 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 .
• Industry certifications such as CompTIA A+, Security+, or Microsoft certifications are a plus.