Helpdesk Technician II

CyberSheath is hiring a Helpdesk Technician II to deliver remote day-to-day support across client IT environments, including onboarding, troubleshooting, and maintenance.

Responsibilities

• Provide exceptional customer support in a fast-paced remote Managed Services Practice
• Remotely troubleshoot and resolve client requests across end-user hardware, software, and cloud services
• Deliver day-to-day operational support for Desktop and Server Operating Systems (Windows, Mac, Linux)
• Support Microsoft 365 services and collaboration tools: Office 365, Azure, Teams, OneDrive, SharePoint
• Maintain and troubleshoot 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, webcams, and related equipment
• Support mobile devices and Mobile Device Management (MAM/MDM)
• Escalate issues as needed 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 2+ years working for a Managed Service Provider (MSP)
• Minimum 5+ 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 (Automate, Labtech, Continuum, NinjaOne, etc.)
• Ability to provide exceptional customer service in all situations
• Strong troubleshooting, problem-solving, and verbal/written communication skills
• Experience supporting 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/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 is a plus
• Demonstrated ability to work in a team environment
• Must be authorized to work for any employer in the U.S.

Technologies

• ConnectWise Manage
• Automate, Labtech, Continuum, NinjaOne
• Windows, Mac, Linux
• Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
• Firewalls, switches, wireless access points
• TCP/IP, WiFi, VPN
• Azure Entra ID, Endpoint Protection, Intune, Autopilot
• Microsoft Server Active Directory, Group Policy
• MAM/MDM

Preferred Education, Experience, & Skills

• Bachelor's degree from an accredited university in Computer Science, Engineering, or a related field
• Security technologies experience:
  • Multifactor Authentication
  • Encryption
  • SIEM/SOAR
  • Endpoint Detection and Response
• Preferred certifications: Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+
• Excellent organizational skills, including balancing conflicting priorities
• Ability to work independently, remotely, and as part of a team

Work Environment

• Remote role with potential for travel to client sites
• Travel expectations: approximately 20%
• Some on-call, shift, and evening work

Location: Remote (remote)

Compensation: USD 70,000 - 83,000 per yearly