CyberSheath

Helpdesk Technician, Level I

CyberSheath

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $60,000 - $75,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AzureCloudCyber SecurityFirewallsLinuxTCP/IP

About the role

  • 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).
  • Act as the initial point of contact for users reporting technical issues or requesting assistance
  • Provide day to day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process related to these systems
  • 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

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.
  • Knowledge of scripting and automation tools a plus
  • Demonstrated ability to work in a team environment
  • Must be authorized to work for any employer in the U.S