3rd Shift Service Desk Engineer
Description: Hiring Immediately... Location: Remote Based in US Schedule: Wednesday–Saturday, 12:00 AM – 10:30 AM EST (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 3rd 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. Position Summary As a 3rd 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. 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 3rd 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. Apply tot his job