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Night Shift IT Support Technician (Dallas)
Night Shift IT Support Technician (Dallas)IT GOAT • Dallas, TX, United States
Night Shift IT Support Technician (Dallas)

Night Shift IT Support Technician (Dallas)

IT GOAT • Dallas, TX, United States
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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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    It Support Technician • Dallas, TX, United States

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