Apply on Employer Site

CyberSheath · 1 month ago

Helpdesk Technician Level III

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $100K/yr

7+ years exp

CyberSheath Services International LLC is a rapidly growing Security and IT Managed Services Provider focused on providing Cybersecurity services to the Defense Industrial Base. The Helpdesk Technician III serves as a subject matter expert for advanced hardware, software, and networking escalations, providing exceptional customer service and technical support to clients.

Information Technology

No H1B

Responsibilities

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 that have been escalated from Tier 1 and 2 technicians

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 and II 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

Qualification

Helpdesk experienceRemote support toolsMicrosoft Office 365Networking experienceMicrosoft AzureActive DirectoryScriptingAutomationCustomer serviceTroubleshooting skillsTeamworkOrganizational skills

Required

Minimum 4+ years working for a Managed Service Provider (MSP)

Minimum of 7+ 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

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

Company

CyberSheath

CyberSheath is one of the industry’s few one-stop cybersecurity compliance service providers, going beyond assessment and software licensing to solve the whole problem.

Founded in 2012

Reston, Virginia, USA

51-200 employees