Helpdesk Technician III

Our client is a Security and IT Managed Services Provider specializing in Cybersecurity services for the Defense Industrial Base (DIB). They address challenges in compliance and threat mitigation by integrating security efforts and eliminating redundant practices that may weaken an organization's security posture.

About the Opportunity

The Helpdesk Technician III serves as a subject matter expert handling advanced hardware, software, and networking escalations. This role provides technical support for diverse IT systems, both on-premise and cloud-based, ensuring high-quality customer service and contributing to the security and functionality of client systems.

Responsibilities

• Provide exceptional customer support in a fast-paced remote managed services environment
• Troubleshoot and resolve escalated client requests involving end-user hardware, software, and cloud services
• Support desktop and server operating systems including Windows, Mac, and Linux
• Support Microsoft Office 365, Azure, Teams, OneDrive, and SharePoint
• Manage networking devices such as firewalls, switches, and wireless access points
• Support line of business applications
• Handle on-premise and cloud backup and disaster recovery
• Manage hardware peripherals and mobile devices including mobile device management
• Provide escalation support for Tier 1 and Tier 2 helpdesk staff
• Assist onboarding and offboarding of clients, systems, and users
• Deploy and maintain security tools and management agents
• Maintain accurate documentation and ticketing system entries
• Collaborate with third-party vendors to resolve issues

Requirements

• Minimum 4 years experience with a Managed Service Provider (MSP)
• At least 7 years experience on an IT Helpdesk using remote support tools
• Experience with helpdesk ticketing systems (ConnectWise Manage preferred)
• Experience with Remote Monitoring and Management tools
• Strong customer service, troubleshooting, problem-solving, and communication skills
• Experience with Microsoft Windows desktop and server operating systems
• Proficiency in Microsoft Office 365 and Azure administration
• Knowledge of Microsoft Server Active Directory and Group Policy
• Moderate networking experience including TCP/IP, WIFI, and VPN troubleshooting
• Familiarity with Microsoft Cloud Technologies such as Office 365, Azure, Endpoint Protection, Intune, and Autopilot
• Ability to work independently and in a team environment
• Authorization to work in the U.S.

Preferred:

• Bachelor’s degree in Computer Science, Engineering, or related field
• Experience with security technologies like 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

Pay

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