Job Description

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

• 1–2 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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