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.

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