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Helpdesk Technician III

CyberSheath Remote 🌍 Remote

Remote

Today

$85k - $100k/yr Full time Active Directory Autopilot Cloud

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Job Description

The Helpdesk Technician III at CyberSheath serves as a subject matter expert for advanced escalations and remote support across clients’ hardware, software, networking, and cloud environments. This is a fast-paced, customer-facing role centered on troubleshooting, operational support, and maintaining accurate helpdesk documentation and ticket records.

Key Responsibilities

Deliver exceptional customer support in a fast-paced remote Managed Services Practice.
Remotely troubleshoot and resolve escalated client requests involving end-user hardware, software, and cloud services submitted from Tier 1 and Tier 2 technicians.
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, and SharePoint.
Provide day-to-day operational support for Networking Devices, including firewalls, switches, and 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 such as printers, monitors, docking stations, and webcams.
Provide day-to-day operational support for Mobile Devices and Mobile Device Management (MAM / MDM).
Provide escalation support for Level I and II helpdesk staff as needed.
Assist with 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.
Collaborate with third-party vendors to remediate issues when required.

Requirements

Minimum of 4+ years working for a Managed Service Provider (MSP).
Minimum of 7+ years of experience working in an Information Technology Helpdesk using remote support tools.
Experience using a helpdesk ticketing system for incident tracking and time entry, with ConnectWise Manage preferred.
Prior experience using Remote Monitoring and Management (RMM) tools (examples: Automate, Labtech, Continuum, NinjaOne).
Ability to provide exceptional customer service in all situations.
Strong troubleshooting, problem-solving, and verbal and 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, and Autopilot.
Knowledge of scripting and automation tools is a plus.
Demonstrated ability to work in a team environment.
Must be authorized to work for any employer in the U.S.

Technologies

Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
Windows, Mac, Linux
Firewalls, switches, wireless access points
On-premise and Cloud Backup and Disaster Recovery
Mobile Device Management (MAM / MDM)
Microsoft Server Active Directory / Group Policy
TCP/IP, WIFI, VPN
Azure Entra ID, Endpoint Protection, Intune, Autopilot
ConnectWise Manage
Remote Monitoring and Management (RMM) tools: Automate, Labtech, Continuum, NinjaOne
SIEM/SOAR, Endpoint Detection and Response

Preferred Education, Experience, & Skills

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.
Preferred certifications: 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.

Work Environment

Remote role with the potential for travel to client sites.
Some on-call, shift, and evening work.

Location & Compensation

Location: Remote (remote).
Salary: USD 85,000 to 100,000 per year.

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