(NIGHT SHIFT) Helpdesk Technician: Levels I & II

Grapevine MSP Technology Services is seeking qualified Night Shift Helpdesk Support Team Members.

The IT Helpdesk Support (Night Shift) is responsible for providing technical support and ensuring the smooth operation of the company’s IT systems during night hours. This role involves monitoring systems, addressing technical issues, and performing routine maintenance tasks to ensure optimal performance and security.

Our Team Members must thoroughly know computer software, hardware, and various internet applications, networks, and operating systems. The ideal candidate must have troubleshooting abilities and attention to detail.

There are two job openings for the night shift.

The job hours for the first opening are from 4:00 pm to 1:00 am.

The job hours for the second opening are from 12:00 am - 9:00 am.

Responsibilities

• System Monitoring: Monitor and maintain the company's IT systems, networks, and applications to ensure availability and performance during night hours.
• Technical Support: Provide technical assistance to end-users, troubleshoot issues related to hardware, software, and network connectivity, and resolve incidents promptly.
• Incident Management: Log and track all incidents, perform root cause analysis, and implement solutions to prevent recurrence.
• Routine Maintenance: Perform scheduled maintenance tasks such as backups, updates, and patch management to ensure system reliability and security.
• Escalation: Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution.
• Documentation: Maintain accurate and up-to-date documentation of IT procedures, incidents, and resolutions.
• User Training: Help train users on new systems, applications, and IT policies to improve their proficiency and productivity.
• Security Compliance: Ensure compliance with company IT security policies and procedures and report any security breaches or vulnerabilities.
• Collaboration: Work closely with the day shift IT team to ensure seamless transitions and effective communication of issues and resolutions.

Requirements

• At least two years of experience in the IT field. MSP or Enterprise environments
• Hands-on experience with Windows environments
• Proficiency with Active Directory user accounts and security groups
• Knowledge of Group Policies and uses on a network
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Training in Office 365, Azure, and industry-recognized certifications are a plus.

Benefits

• Competitive Pay
• 401K Plan with 4% matching pay contributions
• Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
• Vacation time
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided
• Plenty of training courses are covered if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
• Team Events
• Social Events