Helpdesk Technician I

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 are excited to be expanding our staff due to our growth and are looking to add an additional Helpdesk Technician I to our team!  

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don’t improve and, in fact, may weaken an organization’s security posture. Our professionals tell clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security.   

Successful candidates for CyberSheath are self-motivated, think out of the box, work, and solve issues independently. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.  

Role Overview

The Helpdesk Technician I acts as the initial point of contact for users reporting technical issues or requesting assistance.  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.  

Essential Responsibilities  (included but not limited to)

Ability to 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  

Required Education, Experience, & Skills   

Minimum 1+ years working for a Managed Service Provider (MSP)  

Minimum of 3+ 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 (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.)   

Ability to provide exceptional customer service in all situations  

Possess 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, etc.  

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 Education, Experience, & Skills   

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  

Work Environment  

This role is Remote with the potential for travel to client sites  

Some on-call, shift, and evening work  

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.    

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