L1 Helpdesk Analyst

Jün Cyber•St. Petersburg, FL

11d•Hybrid

About The Position

The L1 Senior Helpdesk Technician is responsible for first-line technical support across Jun Cyber’s managed services and compliance-focused client environments. This role handles escalated Tier 1 issues, owns ticket hygiene, enforces security baselines, and ensures service delivery aligns with CMMC, NIST 800-171, and security best practices. This is not a “password reset” role. The expectation is discipline, documentation, accountability, and technical growth.

Requirements

3–5 years helpdesk or MSP experience
Strong Windows troubleshooting capability
Microsoft 365 administration experience
Active Directory and Entra ID knowledge
Networking fundamentals (DNS, DHCP, TCP/IP, VLAN basics)
Experience with RMM tools (NinjaOne preferred)
Experience with endpoint security tools (SentinelOne preferred)
Understanding of patch management workflows

Nice To Haves

Experience in compliance-heavy environments (CMMC, NIST, ISO, SOC 2)
Familiarity with SIEM or SOC workflows
CompTIA A+, Network+, Security+ (or equivalent experience)
MSP experience strongly preferred
IT documentation discipline

Responsibilities

Respond to client tickets via RMM, PSA, email, and phone within defined SLA targets
Resolve Tier 1 incidents and service requests independently
Escalate appropriately to Tier 2/3 with full documentation and troubleshooting steps completed
Maintain ticket hygiene (accurate notes, time entries, root cause, resolution steps)
Track recurring issues and flag systemic problems
Windows and macOS workstation support
Microsoft 365 administration (user provisioning, licensing, MFA enforcement)
Active Directory / Entra ID user management
VPN troubleshooting
Printer and network connectivity issues
Basic firewall and switch troubleshooting
Endpoint security agent monitoring (SentinelOne or equivalent)
Enforce MFA, password policies, and least privilege standards
Validate patch compliance via RMM
Assist in vulnerability remediation workflows
Support documentation efforts aligned with NIST 800-171 / CMMC
Identify security gaps and escalate risk issues immediately
Provide clear, professional communication to clients
Avoid technical jargon unless appropriate
Set expectations accurately
Deliver updates before clients ask for them
Provide onsite technical support at client locations when scheduled or required
Maintain professional conduct and represent Jun Cyber appropriately during client onsite visits
Document repeatable solutions in internal knowledge base
Identify automation opportunities
Maintain asset inventory accuracy
Assist with onboarding and offboarding procedures