Helpdesk Technician I

CyberSheath Services; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

CyberSheath Services International LLC is seeking a Helpdesk Technician I for remote work in the United States. The role provides day-to-day support for client IT systems, covering on-premise and cloud environments, with emphasis on security tools deployment and proactive issue resolution.

The candidate will handle end-user hardware, software, and cloud services, operate within a MSP-focused team, and contribute to documentation, onboarding/offboarding, and escalation processes.

Qualifications

• Minimum 1+ years working for an MSP.
• 3+ years in IT Helpdesk with remote support.
• Experience with ConnectWise Manage.
• Experience with Windows and Office 365/Azure.
• Strong customer service and communication skills.
• Authorized to work in the U.S.

Responsibilities

• Provide day-to-day IT helpdesk support for client systems.
• Troubleshoot end-user hardware, software, and cloud services.
• Manage tickets in the helpdesk system and document work.
• Onboard and offboard clients and users.
• Maintain security tools and agents.

Skills

Customer service

Troubleshooting

Communication

Remote support

Team collaboration

Education

Diploma

Tools

ConnectWise Manage

Automate

Labtech

Continuum

NinjaOne

Job description

United States - Remote

CyberSheath Services International LLC is a rapidly growing Security and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB).

We are excited to be expanding our staff due to our growth and are looking to add an additional Helpdesk Technician I to our team!

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don’t improve and, in fact, may weaken an organization’s security posture. Our professionals tell clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security.

Successful candidates for CyberSheath are self‑motivated, think out of the box, work, and solve issues independently. Additionally, our most successful people are self‑stars and willing to put on many hats in order to succeed. CyberSheath is fast‑growing and seeks candidates who want to be part of our upward trajectory.

Role Overview

The Helpdesk Technician I acts as the initial point of contact for users reporting technical issues or requesting assistance. provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process related to these systems. The ideal candidate will possess a detailed understanding of diverse IT systems, both On‑premise and Cloud environments, and apply that understanding to provide support to CyberSheath customer’s systems, networks, and applications. Consistently providing both excellent customer service and astute technical support is imperative to success in this role.

Essential Responsibilities (included but not limited to)

• 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 LevelI 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 1+ years working for a Managed Service Provider (MSP)
• Minimum of 3+ 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

• Diploma, 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

• This role is Remote with the potential for travel to client sites
• Some on‑call, shift, and evening work

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.