Help Desk & Security Support Technician (Graveyard Shift)

Symbiotic Services•Wylie, TX

1d•Remote

About The Position

Symbiotic Services is seeking a Help Desk & Security Support Technician (Graveyard Shift) to serve as the primary overnight technical and security support resource. This role independently manages help desk requests and security-related incidents during off-hours, ensuring continuous system availability, user support, and security monitoring while daytime teams are offline. This position plays a critical role in maintaining 24/7 operational support and security awareness.

Requirements

High school diploma or equivalent; additional technical education preferred
3+ years of experience in an IT help desk or technical support role
Experience supporting Microsoft Windows and Microsoft 365 environments
Working knowledge of identity and access management concepts, including MFA and password security
Ability to work independently and make sound decisions during overnight hours
Strong troubleshooting, documentation, and communication skills
Calm, professional demeanor during after-hours incidents

Nice To Haves

Experience responding to security incidents such as phishing, malware, or account compromise
Familiarity with Microsoft Defender, email security tools, or endpoint protection platforms
Experience with Active Directory, Azure AD / Entra ID
CompTIA A+, Security+, or Microsoft certifications

Responsibilities

Serve as the primary contact for help desk tickets received overnight
Troubleshoot and resolve issues involving workstations, laptops, mobile devices, printers, and core business applications
Support Microsoft 365 services including email, Teams, collaboration tools, and user access
Document troubleshooting steps, actions taken, and outcomes thoroughly to ensure smooth handoff to daytime teams
Communicate professionally and clearly with users and internal teams during after-hours incidents
Monitor and respond to security-related alerts such as phishing reports, suspected account compromise, endpoint alerts, and MFA issues
Perform initial investigation and containment actions including account lockouts, password resets, MFA resets, and device isolation
Escalate confirmed or high-risk incidents in accordance with established incident response procedures
Maintain heightened security awareness during overnight hours when response time is critical
Independently manage workload and prioritize tickets with minimal supervision
Follow documented runbooks, escalation paths, and after-hours procedures
Provide detailed incident notes, summaries, and follow-up recommendations for engineering or security teams
Assist with user onboarding, offboarding, and emergency access requests occurring outside normal business hours