Helpdesk Technician II

About the role

CyberSheath Services International LLC is a rapidly growing Security and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). The Helpdesk Technician Level II provides day-to-day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process related to these systems. The ideal candidate will possess a detailed understanding of diverse IT systems, both On-premise and Cloud environments, and apply that understanding to provide support to CyberSheath customer’s systems, networks, and applications. Consistently providing both excellent customer service and astute technical support is imperative to success in this role.

Responsibilities

• Provide exceptional customer support in a fast-paced remote Managed Services Practice
• Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services
• Provide day-to-day operational support for:
  • Desktop and Server Operating Systems (Windows, Mac, Linux)
  • Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
  • Networking Devices (firewalls, switches, wireless access points)
  • Line of Business Applications
  • On-premise and Cloud Backup and Disaster Recovery
  • Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
  • Mobile Devices / Mobile Device Management (MAM / MDM)
• Provide escalation support as necessary for Level I Helpdesk staff
• Assist with the onboarding and offboarding of clients, systems, and users
• Deploy and maintain security tools and management agents
• Maintain current notes and time entries for all requests in the helpdesk ticketing system
• Create and maintain comprehensive documentation for internal and client systems
• Work with third-party vendors to remediate issues as needed

Requirements

• Minimum 2+ years working for a Managed Service Provider (MSP)
• Minimum of 5+ years’ experience working on an Information Technology Helpdesk using remote support tools
• Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
• Prior experience using Remote Monitoring and Management (RMM) tools (e.g., Automate, Labtech, Continuum, NinjaOne)
• Ability to provide exceptional customer service in all situations
• Strong troubleshooting, problem-solving, and verbal/written communication skills
• Experience with Microsoft Windows desktop and server operating systems
• Experience with Microsoft Office 365 / Azure administration
• Proficiency with Microsoft Server Active Directory / Group Policy
• Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)
• Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot
• Knowledge of scripting and automation tools a plus
• Demonstrated ability to work in a team environment
• Must be authorized to work for any employer in the U.S

Preferred Qualifications

• Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field
• Experience with Security Technologies:
  • Multifactor Authentication
  • Encryption
  • SIEM/SOAR
  • Endpoint Detection and Response
• Preferred Certifications:
  • Microsoft MD100/101, AZ900, AZ104
  • CompTIA Security+, Network+
• Excellent organizational skills including the ability to balance conflicting priorities
• Ability to work independently, remotely, and as part of a team

Schedule

• This role is Remote with the potential for travel to client sites (approximately 20%)
• Some on-call, shift, and evening work

Pay

Budgeted Pay Range: $70,000 USD - $83,000 USD