Helpdesk Technician III

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). We integrate compliance and threat mitigation efforts and eliminate redundant security practices that don’t improve and may weaken an organization’s security posture. Our professionals advise clients where to stop spending, where to invest, and how to integrate existing efforts for improved security. We seek self-motivated, independent problem-solvers who thrive in a fast-growing environment.

About the role

The Helpdesk Technician III serves as a subject matter expert for advanced hardware, software, and networking escalations. The ideal candidate will possess a detailed understanding of diverse IT systems, both on-premise and cloud, and apply that expertise to support CyberSheath customer systems, networks, and applications while delivering excellent customer service and technical support.

Responsibilities

• Provide exceptional customer support in a fast-paced remote Managed Services Practice.
• Remotely troubleshoot and resolve escalated client requests involving end-user hardware, software, and cloud services from Tier 1 and 2 technicians.
• Deliver 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 for Level I and II Helpdesk staff.
• Assist with the onboarding and offboarding of clients, systems, and users.
• Deploy and maintain security tools and management agents.
• Maintain accurate notes and time entries in the helpdesk ticketing system.
• Create and maintain comprehensive documentation for internal and client systems.
• Collaborate with third-party vendors to remediate issues as needed.

Requirements

• Minimum 4+ years working for a Managed Service Provider (MSP).
• Minimum 7+ years’ experience 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 with Remote Monitoring and Management (RMM) tools (e.g., Automate, Labtech, Continuum, NinjaOne).
• 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 is 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 balancing conflicting priorities.
• Ability to work independently, remotely, and as part of a team.

Schedule

• Remote with potential for travel to client sites.
• Some on-call, shift, and evening work.

Pay

Budgeted Pay Range: $85,000 USD - $100,000 USD