CyberSheath - Helpdesk Technician II
Requirements
• Multifactor Authentication • 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 • This role is Remote with the potential for travel to client sites • Travel expectations - approximately 20% • Some on-call, shift, and evening work
Responsibilities
• Ability to 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) • Microsoft Office 365, Azure, Teams, OneDrive, SharePoint • Networking Devices (firewalls, switches, wireless access points) • Line of Business Applications • On-premise and Cloud Backup and Disaster Recovery • Hardware peripherals (printers, monitors, docking stations, webcams, etc.) • 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 • Required Education, Experience, & Skills • Minimum 2+ years working for a Managed Service Provider (MSP) • Minimum of 5+ 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 • Preferred Education, Experience, & Skills • Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field
Benefits
• $70,000—$83,000 USD
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