Helpdesk Technician I

CyberSheath is hiring a Helpdesk Technician I to serve as an initial point of contact for users reporting technical issues. This remote role supports the day-to-day implementation, troubleshooting, and maintenance of client IT systems across on-premise and cloud environments, with coverage spanning end-user technology, networking, backup and disaster recovery, onboarding workflows, and security tooling.

As a Level I support resource, you will handle client requests through remote support, document progress in the helpdesk ticketing system, and escalate when necessary. The work is focused on reliable operational support for managed services clients in a fast-paced remote practice.

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 day-to-day operational support for desktop and server operating systems (Windows, Mac, Linux)
• Support Microsoft Office 365, Azure, Teams, OneDrive, and SharePoint
• Support networking devices including firewalls, switches, and wireless access points
• Support line of business applications
• Provide operational support for on-premise and cloud backup and disaster recovery
• Support hardware peripherals such as printers, monitors, docking stations, and webcams
• Support mobile devices and Mobile Device Management (MAM / MDM)
• Escalate issues as necessary for Level I Helpdesk staff
• 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
• Work with third-party vendors to remediate issues as needed

Requirements

• Minimum 1+ years working for a Managed Service Provider (MSP)
• Minimum 3+ years experience working on an IT Helpdesk using remote support tools
• Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
• Prior experience with Remote Monitoring and Management (RMM) tools (for example: Automate, Labtech, Continuum, NinjaOne)
• Ability to provide exceptional customer service in all situations
• 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, 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

• Windows, Mac, Linux
• Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
• Firewalls, switches, wireless access points
• On-premise and cloud backup and disaster recovery
• Mobile Device Management (MAM / MDM)
• ConnectWise Manage
• Remote Monitoring and Management (RMM): Automate, Labtech, Continuum, NinjaOne
• Networking: TCP/IP, WiFi, VPN
• Azure Entra ID, Endpoint Protection, Intune, Autopilot
• Microsoft Server Active Directory, Group Policy
• Multifactor Authentication, Encryption, 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, Encryption, SIEM/SOAR, 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: Remote (remote)

Compensation: USD 55,000 - 68,000 per year