Remote Helpdesk Technician II - 2nd Shift (HST)

CyberSheath Services International, LLC; United States; Remote; USD 70,000 - 83,000; Full time

Job summary

CyberSheath Services International LLC is seeking a Helpdesk Technician II to deliver day-to-day remote IT support for US-based clients, focusing on Windows, Mac, Linux, Office 365 / Azure, and cloud services. You will troubleshoot, document, and resolve incidents, while maintaining strong customer service in a fast-paced environment.

The role emphasizes MSP best practices, ticketing with ConnectWise Manage, and collaboration with a growing security-focused IT team.

Qualifications

• 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.

Responsibilities

• Provide exceptional customer support in a fast-paced remote MSP environment.
• 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).
• Manage Networking Devices (firewalls, switches, wireless access points).
• Support Line of Business Applications and On-premise/Cloud Backup and Disaster Recovery.
• Handle hardware peripherals (printers, monitors, docking stations, webcams, etc.).
• Provide escalation support for Level I Helpdesk staff.
• Assist with onboarding and offboarding of clients, systems, and users.
• Deploy and maintain security tools and management agents.
• Maintain notes and time entries in the helpdesk ticketing system.
• Create and maintain documentation for internal and client systems.
• Work with third-party vendors to remediate issues.

Skills

MSP experience

Helpdesk experience

Customer service

Remote support

Windows OS

Office 365 / Azure

Active Directory

Networking basics

Team player

Education

Bachelor's degree in CS/IT

Microsoft MD100/101

AZ-900

AZ-104

CompTIA Security+

Network+

Tools

ConnectWise Manage

NinjaOne

Labtech

Continuum

Automate

Job description

CyberSheath Services International LLC is seeking a Helpdesk Technician II to deliver day-to-day remote IT support for US-based clients, focusing on Windows, Mac, Linux, Office 365 / Azure, and cloud services. You will troubleshoot, document, and resolve incidents, while maintaining strong customer service in a fast-paced environment.

The role emphasizes MSP best practices, ticketing with ConnectWise Manage, and collaboration with a growing security-focused IT team.