Helpdesk Technician II

CyberSheath•Reston, VA

6h•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 and looking to add a Helpdesk Technician Level II to its team. CyberSheath integrates compliance and threat mitigation efforts, eliminating redundant security practices and advising clients on where to invest for improved security. Successful candidates are self-motivated, independent problem-solvers, self-starters, and adaptable. The Helpdesk Technician Level II provides day-to-day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and related processes. The ideal candidate needs a detailed understanding of diverse IT systems (On-premise and Cloud) to support CyberSheath customer’s systems, networks, and applications, consistently providing excellent customer service and astute technical support.

Requirements

Minimum 2+ years working for a Managed Service Provider (MSP)
Minimum of 5+ 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
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
Knowledge of scripting and automation tools a plus

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
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