Help Desk & Security Support Technician (Night Shift

Help Desk & Security Support Technician (Overnight Shift)

Position Summary 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

Roles & Responsibilities

• End‑User & After‑Hours Support
• 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.
• Security Monitoring & Incident Response
• 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.
• Operational Ownership
• 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

• Required Qualifications
• 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.
• Preferred Qualifications
• 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.

Benefits

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