Position Summary
The Help Desk & Security Support Technician (Overnight Shift) provides afterâhours 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 securityârelated 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 â 7 AM
Roles & Responsibilities
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EndâUser & AfterâHours Support
- Serve as the primary point of contact for help desk tickets received during overnight hours.
- Provide phone and ticketâbased 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 afterâhours incidents.
Security Monitoring & Incident Response
- Monitor and respond to securityârelated alerts and tickets during overnight hours, including:
- Phishing and suspicious email reports
- Suspected account compromise
- Endpoint and device security alerts
- MFA and authenticationârelated 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 highârisk security incidents in accordance with established incident response and escalation procedures.
- Maintain heightened security awareness during offâhours, 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 followâup 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 afterâhours incidents.
Preferred Qualifications
- Experience handling securityârelated 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
What NOVO Offers
- Health Insurance
- PTO and Holiday Pay
- Bonus Program
- Opportunity for growth
- Remote Work Opportunity