Helpdesk Technician I

About Our Client

The organization is a Security and IT Managed Services Provider focused on delivering cybersecurity services primarily to the Defense Industrial Base. It addresses challenges in integrating compliance and threat mitigation, eliminating redundant security practices to strengthen clients' security postures.

About the Opportunity

The Helpdesk Technician I serves as the initial contact for user technical issues and support requests. This role is responsible for supporting the implementation, troubleshooting, and maintenance of client IT systems, including on-premise and cloud environments, to ensure effective operation and security.

Responsibilities

• Provide exceptional customer support in a remote Managed Services environment
• Troubleshoot and resolve issues related to end-user hardware, software, and cloud services
• Support desktop and server operating systems (Windows, Mac, Linux)
• Manage Microsoft Office 365, Azure, Teams, OneDrive, and SharePoint support
• Support networking devices such as firewalls, switches, and wireless access points
• Manage line of business applications
• Handle on-premise and cloud backup and disaster recovery operations
• Support hardware peripherals including printers and webcams
• Manage mobile devices and related management tools
• Provide escalation support to Level I Helpdesk staff
• Assist with client onboarding and offboarding processes
• Deploy and maintain security tools and management agents
• Maintain accurate documentation and time entries in the helpdesk ticketing system
• Create and update documentation for internal and client systems
• Collaborate with third-party vendors to resolve issues

Requirements

• Minimum 1+ years experience with a Managed Service Provider
• At least 3 years on an IT Helpdesk using remote support tools
• Experience with helpdesk ticketing systems (ConnectWise Manage preferred)
• Familiarity with Remote Monitoring and Management tools
• Strong customer service, troubleshooting, and communication skills
• Experience with Microsoft Windows desktop and server systems
• Knowledge of Microsoft Office 365 and Azure administration
• Proficiency with Microsoft Server Active Directory and Group Policy
• Moderate networking knowledge including TCP/IP, WiFi, and VPN
• Familiarity with Microsoft Cloud technologies such as Office 365, Azure Entra ID, Endpoint Protection, Intune, and Autopilot
• Ability to work both independently and in a team environment
• Authorization to work in the U.S.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field
• Experience with security technologies including Multifactor Authentication, Encryption, SIEM/SOAR, and Endpoint Detection and Response
• Relevant certifications such as Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+
• Strong organizational skills and ability to manage priorities
• Ability to work remotely and travel as needed

Pay

Budgeted Pay Range $55,000—$68,000 USD