Helpdesk Technician II

CyberSheath Services International, LLC; Northern (KY); Remote; USD 70,000 - 83,000; Full time

Job summary

CyberSheath Services International LLC is seeking a Helpdesk Technician Level II to provide day-to-day support for client IT systems, including on-prem and cloud environments. The role requires strong customer service and technical troubleshooting across Windows, Mac, Linux, and cloud tools.

The position emphasizes experience with MSP operations, ConnectWise Manage, and RMM products, with remote work flexibility and travel up to 20% to client sites.

Qualifications

• Minimum 2+ years at an MSP.
• Minimum of 5+ years’ experience on an IT Helpdesk.
• Experience with ConnectWise Manage.
• Experience with remote monitoring and management tools (RMM).
• Strong troubleshooting, problem-solving, and communication skills.
• Experience with Windows desktop/server OS and Office 365/Azure.
• Active Directory / Group Policy experience.
• Authorized to work in the United States.

Responsibilities

• Provide day-to-day support for client IT systems, on-premises and cloud.
• Troubleshoot end-user hardware, software, and cloud services.
• Maintain helpdesk tickets and time entries.
• Assist with onboarding/offboarding of clients, systems, and users.
• Deploy and maintain security tools and agents.
• Collaborate with third-party vendors to remediate issues.
• Deliver excellent customer service in a fast-paced remote MSP environment.
• Remote role with potential travel to client sites (about 20%).

Skills

MSP experience

Helpdesk experience

Remote support

Windows & Office 365

Azure administration

AD / Group Policy

Networking basics

Education

Bachelor’s degree in Computer Science or related field

Tools

ConnectWise Manage

Automate

Labtech

Continuum

NinjaOne

Azure Portal

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 Level II 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.

The Helpdesk Technician Level II 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)

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 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

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

• Travel expectations - approximately 20%

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

$70,000 - $83,000 USD