Remote IT Helpdesk Technician I

CyberSheath; Reston (VA); On-site; USD 55,000 - 68,000; Full time

Job summary

CyberSheath is seeking a Helpdesk Technician I to be the initial contact for users reporting issues, delivering day-to-day IT support across on‑prem and cloud environments, and ensuring high customer service levels.

You will troubleshoot hardware, software, and cloud services, manage Office 365/Azure, and assist with onboarding/offboarding while documenting work in our ticketing system. Remote work with occasional travel possible.

Qualifications

• Minimum 1 year working for a Managed Service Provider (MSP).
• Experience on an IT Helpdesk with remote support tools.
• Experience using a helpdesk ticketing system (ConnectWise Manage preferred).
• Experience with Microsoft 365 / Azure administration and AD/GP.
• Strong customer service and problem-solving skills.

Responsibilities

• Provide day-to-day support for client IT systems in a remote MSP setting.
• Troubleshoot end-user hardware, software, and cloud services remotely.
• Support desktop and server OS (Windows, Mac, Linux) and Office 365 / Azure.
• Assist with onboarding/offboarding and maintain documentation in ticketing system.
• Coordinate with vendors and provide escalation support as needed.

Skills

Customer service

Troubleshooting

Verbal and written communication

Remote support

Windows / Server OS

Office 365 / Azure admin

Active Directory / Group Policy

Networking basics (TCP/IP, VPN)

Teamwork

Self-motivation

Education

Bachelor's degree in Computer Science or related field

Tools

ConnectWise Manage

RMM tools (Automate, Labtech, Continuum, NinjaOne)

Remote support tools

Job description

CyberSheath is seeking a Helpdesk Technician I to be the initial contact for users reporting issues, delivering day-to-day IT support across on‑prem and cloud environments, and ensuring high customer service levels.

You will troubleshoot hardware, software, and cloud services, manage Office 365/Azure, and assist with onboarding/offboarding while documenting work in our ticketing system. Remote work with occasional travel possible.