Help Desk & Security Support Technician (Night Shift)

NOVO; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

NOVO in Dallas/Fort Worth provides AI advisory, cybersecurity, cloud, and Microsoft platform services for SMBs. The Help Desk & Security Support Technician (Overnight Shift) ensures after-hours support and security monitoring across global time zones, enabling continuous service and rapid incident response.

The Overnight Shift runs 10 PM–7 AM, focusing on end-user IT issues, security alerts, containment actions, and documenting steps for daytime handoff.

Qualifications

• High school diploma required; additional technical education preferred.
• 3+ years IT help desk/tech support experience.
• Experience with Microsoft, Apple and Android environments and Microsoft 365/Azure services.
• Knowledge of identity concepts including passwords, MFA, and account security.
• Ability to work independently and make decisions during overnight hours.
• Strong troubleshooting, documentation, and communication skills.
• Professional, calm demeanor during after-hours incidents.

Responsibilities

• Serve as primary overnight help desk contact for tickets.
• Provide phone and ticket-based support for workstations, laptops, mobile devices, and printers.
• Support Microsoft 365 services including email and Teams.
• Troubleshoot issues independently and document steps in the ticketing system.
• Monitor and respond to security-related alerts and incidents during overnight hours.
• Perform initial investigation and containment actions (account lockouts, MFA resets, device isolation).
• Escalate high-risk incidents per incident response procedures.
• Independently manage workload and follow run books and escalation paths.

Skills

Troubleshooting

Documentation

Communication skills

Independent work

Customer support

Education

High school diploma

Technical education preferred

Tools

Microsoft 365/Azure

Microsoft Defender

Job description

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.

Role Description

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

Responsibilities

• 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
• 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.

Qualifications

Required

• 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

• 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.