Helpdesk Technician II
CyberSheath • Reston, VA10d • $70,000 - $83,000 • Remote
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Helpdesk Technician II (2nd Shift Hawaiian Standard Time)
CyberSheath•Reston, VA
•$70,000 - $83,000•Remote
About The Position
CyberSheath Services International LLC is seeking a Helpdesk Technician Level II to provide day-to-day implementation, troubleshooting, and maintenance support for client IT systems. The role manages client IT infrastructure and related processes, applying knowledge of on-premise and cloud environments to support customer systems, networks, and applications. Strong customer service and technical support are essential. The position is remote and works Monday through Friday from 3:30 p.m. to 12:30 a.m. Hawaii Standard Time (9:30 p.m. to 6:30 a.m. Eastern Time). The budgeted pay range is $70,000–$83,000 USD.
Requirements
- At least 2 years working for a Managed Service Provider (MSP).
- At least 5 years of 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 is preferred.
- Prior experience with Remote Monitoring and Management (RMM) tools, such as Automate, Labtech, Continuum, or NinjaOne.
- Ability to provide exceptional customer service in all situations.
- Strong troubleshooting, problem-solving, verbal communication, and written communication skills.
- Experience with Microsoft Windows desktop and server operating systems.
- Experience with Microsoft Office 365 and Azure administration.
- Proficiency with Microsoft Server Active Directory and Group Policy.
- Moderate networking experience, including remote configuration and troubleshooting of TCP/IP, Wi-Fi, and VPN.
- Knowledge of Microsoft cloud technologies, including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot.
- Demonstrated ability to work in a team environment.
- Must be authorized to work for any employer in the United States.
Nice To Haves
- Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field.
- Knowledge of scripting and automation tools.
- Experience with security technologies, including multifactor authentication, encryption, SIEM/SOAR, and endpoint detection and response.
- Microsoft MD100/101, AZ900, or AZ104 certification, or CompTIA Security+ or Network+ certification.
- 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 operational support for desktop and server operating systems, Microsoft 365 and Azure services, networking devices, line-of-business applications, backup and disaster recovery, hardware peripherals, and mobile devices and management.
- Provide escalation support to Level I Helpdesk staff as needed.
- Assist with onboarding and offboarding clients, systems, and users.
- Deploy and maintain security tools and management agents.
- Maintain current notes and time entries for 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
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