Job Description
About IT GOAT
We are seeking dedicated and skilled IT Support Technicians to join our 2nd and 3rd shift support teams. These roles are critical in ensuring 24/7 support coverage for our clients and internal operations. As part of our Managed Services team, you will provide responsive, high-quality technical support to resolve issues quickly and maintain customer satisfaction.
The Role
We are seeking dedicated and skilled IT Support Technicians to join our after-hours support teams. These roles are critical in ensuring 24/7 support coverage for our clients and internal operations. As part of our Managed Services team, you will provide responsive, high-quality technical support to resolve issues quickly and maintain customer satisfaction.
Hours will be: Rotating schedule
- Shift A: Mon 7:00 pm 7:00 AM, Tue 7:00 pm 7:00 AM, Sat 7:00 AM 7:00 pm
- Shift B: Wed 7:00 pm 7:00 AM, Thu 7:00 pm 7:00 AM, Sun 7:00 AM 7:00 pm
- Shift C: Fri 7:00 pm 7:00 AM, Sat 7:00 pm 7:00 AM, Sun 7:00 pm 7:00 AM
Role will be hiring for a December 2025/January 2026 start date
Key Responsibilities
- Serve as the first point of contact for all incoming technical support requests (phone, email, or ticketing system).
- Diagnose, troubleshoot, and resolve hardware, software, and network issues.
- Escalate complex problems to higher-tier support teams as necessary.
- Monitor systems, networks, and alerts proactively to identify and address potential issues before they escalate.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Provide excellent customer service while maintaining professionalism under pressure.
- Support onboarding of new users, including setting up accounts, access, and hardware.
- Follow standard operating procedures (SOPs), service-level agreements (SLAs), and escalation protocols.
- Participate in shift turnover to ensure smooth knowledge transfer between teams.
Knowledge, Skills, and Abilities Required
- 12 years of experience in IT support, helpdesk, or related role.
- Strong troubleshooting skills in Windows/Mac OS, Office 365, and common business applications.
- Basic understanding of networking (DNS, DHCP, TCP/IP, VPN).
- Excellent verbal and written communication skills.
- Ability to work independently with minimal supervision during off-hours.
Preferred:
- Experience in a Managed Service Provider (MSP) environment.
- Certifications such as CompTIA A+, Network+, or Microsoft certifications.
- Familiarity with RMM tools, ticketing systems, and remote desktop solutions.
Education & Experience
- BA/BS degree, preferably in Business Administration or a related field.
- MBA/MS preferred but not required.
- 5 years of experience in project management (MSP or IT services experience highly desirable).
- PMP, CAPM, or ITIL certification a plus.
Benefits
- Competitive salary based on experience and qualifications.
- Health, vision, and dental benefits.
- Performance-based incentives and generous bonus opportunities.
- Full on-the-job training & support.
- Fun, collaborative working environment and culture.
- Excellent opportunities for career advancement.
Job Tags
Part time, January start, Work at office, Remote work, Shift work, Afternoon shift,