Helpdesk Technician III

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.