Help Desk Analyst (overnight shift)

We are looking for a Help Desk Analyst I to work an overnight shift (T, W, TH, Fr 10pm-8:30 am). In this role, you will serve as a first point of contact for technical issues, helping users resolve problems efficiently while maintaining accurate service records. This opportunity is well suited for someone who enjoys troubleshooting, communicates clearly, and can stay organized in a fast-paced support environment.

Responsibilities:

• Manage incoming support requests and system notifications through the ticketing platform, ensuring timely follow-up and resolution.
• Record each customer interaction thoroughly, capturing issue details, business impact, troubleshooting activity, and final outcomes with precision.
• Keep service requests current and aligned with established response and resolution timelines.
• Apply standard support procedures across incident handling, problem resolution, change activities, and knowledge documentation.
• Identify complex or high-impact technical issues early and route them to the appropriate escalation path.
• Track service performance and recovery efforts while maintaining accurate operational reporting.
• Deliver attentive assistance to customers during standard and after-hours coverage, including possible evening, weekend, or on-call support.
• Collaborate effectively with teammates, partner groups, and internal stakeholders to resolve issues and maintain service quality.
• 2+ years of previous experience in a technical support or help desk operations
• Experience supporting Windows operating systems, desktop and laptop hardware, Windows Server, and foundational networking concepts.
• Basic understanding of Microsoft Office 365 or Exchange, Active Directory, and server hardware support.
• Strong written and verbal communication skills in English.
• Ability to manage competing priorities, respond quickly to changing situations, and stay detail-oriented under pressure.
• Demonstrated willingness to learn new tools and technologies in support of team and client needs.
• Keyboarding ability of at least 40 words per minute.