Helpdesk Technician - Shawnee, KS

Gabriel Defense•Shawnee, KS

1d•$38,000 - $55,000•Hybrid

About The Position

Gabriel Defense is a premier Managed Service Provider (MSP) and cybersecurity firm dedicated to protecting and empowering businesses through cutting-edge technology solutions and unrelenting security vigilance. We deliver enterprise-grade IT support, proactive threat monitoring, and robust cybersecurity services to clients across various commercial sectors. At Gabriel Defense, our people are our greatest asset. We foster a culture of continuous learning, mission-focused service, and technical excellence. Position Summary The Helpdesk Technician serves as the first point of contact for clients experiencing technical issues. This role is essential in delivering timely, professional, and effective support aligned with Gabriel Defense's commitment to exceptional service and cybersecurity best practices. The ideal candidate is a motivated self-starter with a passion for technology, a security-first mindset, and outstanding communication skills.

Requirements

High School Diploma or GED required
0–2 years of experience in a helpdesk, technical support, or IT support role (MSP experience a plus)
Working knowledge of Windows OS environments and Microsoft 365 suite
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Strong troubleshooting skills and a logical, methodical approach to problem-solving
Excellent verbal and written communication skills with a client-first attitude
Ability to manage multiple tasks and priorities in a fast-paced environment

Nice To Haves

CompTIA A+, Network+, or Security+ certification (or actively pursuing)
Experience with RMM tools (e.g., ConnectWise) and PSA platforms (e.g., ConnectWise Manage)
Familiarity with Active Directory, Azure AD, and Microsoft Intune
Exposure to cybersecurity concepts such as endpoint protection, MFA, SIEM, or zero-trust principles

Responsibilities

Serve as the first line of support for inbound client requests via phone, email, chat, and ticketing system (e.g., ConnectWise or similar PSA tool)
Triage, document, and prioritize helpdesk tickets according to SLA requirements and urgency
Provide remote troubleshooting and resolution for hardware, software, and connectivity issues
Escalate unresolved issues to Level 2 technicians or appropriate teams with thorough documentation
Follow up with clients to ensure issues are fully resolved and satisfaction is confirmed
Troubleshoot Windows 10/11 operating systems, Microsoft 365 applications, and common business software
Assist users with email configuration, password resets, MFA setup, and account access issues
Support basic network troubleshooting including VPN connectivity, DNS, DHCP, and Wi-Fi issues
Image, configure, and deploy workstations, laptops, and peripherals
Install, update, and maintain endpoint software and security tools (AV, EDR agents, patch management)
Assist with onboarding and offboarding of users including account provisioning and access management
Adhere to and enforce Gabriel Defense security policies and client-specific security protocols
Recognize and escalate potential security incidents, phishing attempts, or policy violations
Educate end users on security best practices including safe browsing, password hygiene, and phishing awareness
Assist in maintaining endpoint compliance through monitoring tools and patch enforcement
Document security-related incidents and follow defined incident response procedures
Maintain accurate, detailed, and timely records in the ticketing and documentation systems
Contribute to and update internal knowledge base articles and SOPs
Communicate clearly and professionally with clients and internal team members at all times
Participate in team meetings, training sessions, and on-call rotation as required
Perform other duties and responsibilities as assigned by the General Manager