Helpdesk Technician I

CyberSheath Services International, LLC; Northern (KY); On-site; USD 55,000 - 68,000; Full time

Job summary

CyberSheath Services International LLC is a rapidly growing Security and IT MSP expanding its Helpdesk Team. The Helpdesk Technician I serves as the first contact for user issues, supporting on-prem and cloud environments, and ensuring high service levels.

The role emphasizes customer service, problem solving, and independent work across diverse IT systems. Ideal candidates will have MSP experience, Windows desktop/server expertise, and proficiency with Office 365/Azure.

Qualifications

• Minimum 1+ years working for an MSP.
• Minimum 3+ years’ experience on an IT Helpdesk using remote support tools.
• Experience with ConnectWise Manage for incident tracking.
• Proficiency with Windows desktop/server OS and Office 365/Azure.
• Authorized to work in the U.S.

Responsibilities

• Provide day-to-day operational support for Windows, Mac, and Linux environments.
• Troubleshoot end-user hardware, software, and cloud services remotely.
• Assist with onboarding/offboarding of clients and users.
• Maintain documentation and time entries in the ticketing system.
• Escalate issues to Level II as needed and coordinate with vendors.
• Deploy and manage security tools and monitoring agents.

Skills

Helpdesk support

Remote support

Windows OS

Azure administration

AD/Group Policy

Networking

Education

Bachelor's degree in CS or related field

MD100/101

AZ104

CompTIA Security+

Tools

ConnectWise Manage

Labtech

NinjaOne

Continuum

Job description

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-starters 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

• 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)
• 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.)
• 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 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

• Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field
• Experience with Security Technologies:
• 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
• 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.

#LI-REMOTE

Budgeted Pay Range

$55,000 - $68,000 USD

As set forth in CyberSheath’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.