Helpdesk Technician I

CyberSheath•Reston, VA

10h•Remote

About The Position

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 company is expanding its staff and is looking to add an additional Helpdesk Technician I to its team. CyberSheath integrates compliance and threat mitigation efforts, aiming to eliminate redundant security practices that may weaken an organization’s security posture. Their professionals advise clients on where to invest, where to stop spending, and how to integrate existing efforts for improved security. Successful candidates are self-motivated, think out of the box, work and solve issues independently, are self-starters, and are willing to take on various tasks to succeed. The Helpdesk Technician I acts as the initial point of contact for users reporting technical issues or requesting assistance. This role provides day-to-day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any processes 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.

Requirements

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.
Demonstrated ability to work in a team environment
Must be authorized to work for any employer in the U.S

Nice To Haves

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

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)
Provide day-to-day operational support for Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
Provide day-to-day operational support for Networking Devices (firewalls, switches, wireless access points)
Provide day-to-day operational support for Line of Business Applications
Provide day-to-day operational support for On-premise and Cloud Backup and Disaster Recovery
Provide day-to-day operational support for Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
Provide day-to-day operational support for 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