2nd Shift Remote Desktop Support
Hiring Immediately...
Location: Remote Based in US
Schedule: Wednesday–Saturday, 1:00 PM – 11:30 PM CST (Four 10-hour shifts)
Pay Rate: $40-50K + Shift Differential
About Mpathic
Mpathic is a trusted partner to a large national Managed Service Provider, delivering high-quality IT support with empathy, precision, and professionalism. We are currently hiring a 2nd Shift Service Desk Engineer (SDE) to join our after-hours support team. This is a remote, full-time position with all necessary equipment provided by the customer, including a laptop, monitor, docking station, wireless keyboard, mouse and headset.
Service Desk Engineers (SDE) possess the experience, skill level and in-depth knowledge of the customer environment to effectively respond to general IT-related inquiries for Mpathic on behalf of our customer, a large National Managed Service Provider; they work efficiently in a structured environment, evincing a high and unvarying degree of professionalism and empathy. SDEs will possess exceptional oral and written communication skills, be proficient and consistent problem solvers, collaborate with Mpathic team members and customer personnel, and be able to think critically, listen actively and care about customers with unvarying intentionality.
Position Summary
As a 2nd Shift SDE, you will be the first line of support for clients requiring 24/7 IT assistance. You’ll monitor alerts, respond to urgent incidents (P1/P2), and ensure timely resolution or escalation of issues. This role demands high reliability, strong technical skills, and excellent communication, especially during overnight hours when staffing is limited.
Key Responsibilities
- Provide first-contact direct technical support for client issues (login, software, hardware).
- Monitor and respond to system alerts and urgent cases.
- Administer and troubleshoot Windows Server environments and Active Directory.
- Support end-user devices, LAN/WAN environments, and corporate infrastructure.
- Use RMM and case tracking systems to document, track, and resolve issues.
- Communicate clearly with clients via voice calls, setting expectations and providing updates.
- Collaborate with internal teams and third-party vendors for issue resolution.
- Follow documented procedures and contribute to process improvements.
- Ability to pass background check and drug screen.
Training & Onboarding
- Initial Training: 2 weeks (day shift, 8 AM–5 PM EST), including classroom and shadowing.
- Follow-up: 1–2 weeks of reverse shadowing with current 2nd shift personnel.
Requirements:
Required Skills & Experience
- 0–3 years of IT support experience (or equivalent aptitude).
- Empathetic, client-first mindset with strong interpersonal skills.
- High attention to detail and ability to follow structured processes.
- Strong troubleshooting skills in Windows OS, Microsoft 365, and standard IT issues.
- Familiarity with Active Directory, Azure AD, DNS, DHCP, RDS, and PowerShell.
- Excellent written and verbal communication skills.
- Demonstrated interest in continuous learning and technical growth.
Preferred Qualifications
- Prior experience in a Windows System Administration or IT Service Desk role.
- Experience with virtualization (VMware or Hyper-V) and remote PC management.
- Certifications: CompTIA A+, Network+, Server+, Microsoft 365 Fundamentals, ITF+.
Why Join Mpathic?
- Work from the comfort of your home with all equipment provided.
- Be part of a high-impact team supporting critical IT operations.
- Competitive pay with additional compensation for overnight work.
- Opportunities for growth and skill development in a fast-paced environment.
