TAC Support Specialist (Night Shift)

Overview

Secure Data Technologies is looking for an overnight TAC Support Specialist who thrives in environments where precision, process, and accountability are the baseline, not the goal. This role is built for someone who takes pride in solving technical issues with accuracy, communicates clearly, and treats documentation as part of the job, not an afterthought.

As the first line of technical support for our clients, you’ll be responsible for triaging incoming requests, resolving Tier 1 issues, documenting findings thoroughly, and escalating only when necessary. This role requires someone who can think methodically, manage their workload without needing micromanagement, and stay composed under pressure. You’ll be working within defined systems and procedures, with the expectation that you’ll also spot inefficiencies and offer solutions to improve them.

Schedule: Friday, Saturday, and Sunday 7:00 PM to 7:00 AM, (12-hour shifts) with additional hours as needed.
Initial Training: Monday to Friday 8:00 AM - 5:00 PM on-site at our O Fallon, IL HQ.

Benefits:

• Generous PTO package - 15 days (3 weeks minimum) for full-time employees.
• Full benefits package, health, dental, vision provided by UHC.
• Secure Data covers 100% of the employee-only dental premium, providing essential dental coverage at no cost to the employee.
• Retirement plan with a 3% employer contribution.
• Ongoing professional development, industry certifications, and growth opportunities.
• Life insurance options, STD, and LTD coverages.

What You'll Do

• Serve as the initial point of contact for client-reported technical issues via phone, email, or chat
• Troubleshoot and resolve common hardware, software, and network problems
• Document all client interactions, troubleshooting steps, and outcomes in the ticketing system
• Escalate complex issues appropriately and ensure smooth handoffs to Tier 2 or engineering
• Maintain accurate and detailed technical documentation, including internal knowledge base articles
• Proactively monitor tickets, provide regular updates to clients, and ensure resolution expectations are met
• Use monitoring tools and other diagnostics to identify issues before clients do
• Support a culture of learning and consistency by sharing solutions and process improvements with the broader team

What We're Looking For

• Someone who values accuracy over speed but understands how to balance both under pressure
• Comfortable working independently and owning their workload without constant oversight
• Able to translate technical language into plain English when communicating with non-technical clients
• Willing to follow processes, but also suggest improvements when better approaches are evident
• Naturally analytical, detail-oriented, and motivated to close every loop

Required Experience and Skills

• 1–3 years in a technical support, help desk, or MSP environment
• Strong troubleshooting skills with Windows OS, Microsoft Office, and basic networking
• Proficiency with ticketing systems (ConnectWise, Autotask, Zendesk, or similar)
• Clear written and verbal communication
• Ability to manage multiple open issues while staying organized and client-focused
• CompTIA A or Network preferred
• Associate’s Degree or relevant technical training preferred

Preferred Certifications

• CompTIA A , Network , or Microsoft Modern Desktop Administrator
• ITIL Foundation or HDI-SCA a plus

Success in This Role Looks Like

• Hitting response time and resolution SLAs consistently
• Escalating only after diligent triage has been completed
• Keeping documentation updated and actionable
• Building trust with clients through clarity and results—not charm

Work Environment

The TAC Support Specialist role is full-time, with hybrid flexibility available based on performance and business need. You'll primarily work in a fast-paced support center environment with consistent phone, email, and ticket activity. This position may require occasional travel for on-site client needs. Differential shifts—including early mornings, evenings, or weekends—may be offered or required based on 24/7 coverage needs.

About Secure Data Technologies:

At Secure Data Technologies, we’re redefining IT solutions for businesses globally. From managed services, cybersecurity to cloud transformation, we help our clients grow, stay secure, and unlock their IT potential. We’re a passionate, innovative team that thrives on tackling the toughest challenges and staying ahead of the technology curve.

Physical Requirements:

• Sedentary Role: Prolonged periods of sitting at a desk, using a computer, and handling phone calls for up to 8 hours per shift. Occasional standing or walking within the office environment.
• Repetitive Motions: Frequent use of hands and fingers for typing, mouse navigation, and handling call center equipment. Regular use of a headset for communication, requiring consistent hand-eye coordination.
• Visual Acuity: Ability to view and interpret data on computer screens for extended periods. Capability to read small text, reports, emails, and technical instructions accurately.
• Hearing Requirements: Ability to clearly hear and understand client communication over phone or digital platforms, even in a busy environment. Prolonged use of headsets for phone and virtual interactions.
• Minimal Lifting: Occasionally required to lift and carry office supplies, files, or small equipment weighing up to 20 pounds.
• Manual Dexterity: Ability to operate standard office equipment such as keyboards, mice, telephones, and headsets. Capability to write, type 50 WPM, and input data with speed and accuracy.
• Cognitive Demands: High level of attention to detail, problem-solving, and multitasking skills required for effective troubleshooting and client support. Ability to remain focused and attentive in a fast-paced, high-pressure environment.
• Communication Skills: Must be able to speak clearly and professionally, ensuring accurate information exchange with clients and team members. Ability to explain technical concepts to non-technical clients.
• Environmental Requirements: Work is performed in a quiet, climate-controlled office setting designed to minimize distractions. Occasional exposure to background noise typical of a call center environment.
• Travel: Some regional travel required for on-site client meetings, strategic planning sessions, or project launches. Travel may involve driving or flying and occasional overnight stays.

No unusual environmental, lifting, or exertion requirements are associated with this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

SecureData Technologies, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law, in compliance with Title VII of the Civil Rights Act of 1964.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 36 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• If you could sit down with yourself on the first day of your career, knowing everything you’ve learned since, what advice would you give?

Education:

• Associate (Preferred)

Experience:

• Microsoft Office: 2 years (Required)
• MSP Helpdesk : 2 years (Required)

Language:

• English (Required)

License/Certification:

• CompTIA A (Required)
• CCNA (Preferred)

Shift availability:

• Overnight Shift (Required)
• Night Shift (Required)

Ability to Commute:

• O'Fallon, IL 62269 (Required)

Work Location: In person

Salary : $20 - $24