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 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