(NIGHT SHIFT) Helpdesk Technician: Levels I & II

Core Responsibilities

• Monitor servers, workstations, backups, and network infrastructure to ensure availability and performance
• Respond to alerts and performance warnings in real time
• Perform system checks to maintain uptime and stability
• Diagnose and resolve hardware, software, and connectivity issues
• Support Windows-based environments and user account management
• Provide remote support with clear, professional communication
• Help users learn new systems, applications, and IT policies as needed
• Execute scheduled updates, patching, and backup verification
• Maintain endpoint protection and antivirus standards
• Ensure compliance with company IT security policies, and identify and report security risks, breaches, or suspicious activity
• Log and track all incidents accurately, perform root cause analysis, and document resolutions and recurring patterns
• Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution
• Maintain accurate, up-to-date records of IT procedures, incidents, and resolutions
• Provide detailed handoff notes to the day team
• Communicate ongoing concerns or unresolved items clearly to ensure seamless transitions

Requirements

• 2+ years of IT support experience (MSP experience strongly preferred)
• Solid experience with Windows operating systems
• Hands-on experience with Active Directory (users, permissions, security groups)
• Working knowledge of Group Policy
• Understanding of network fundamentals and security best practices
• Strong troubleshooting and critical-thinking skills
• Ability to prioritize and manage multiple issues independently
• Professional communication skills and a customer-first mindset

Nice to Have

• Experience with Microsoft 365 and Azure
• Industry certifications (CompTIA, Microsoft, etc.)