Helpdesk Technician II

CyberSheath Services International LLC is a rapidly growing reputed company and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial reputed company (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 reputed company!

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant reputed company practices that don’t improve and, in fact, may weaken an organization’s reputed company 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 reputed company.

Successful candidates for CyberSheath are self-motivated, think out of the reputed company, 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 reputed company 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)

• reputed company 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 Level I Helpdesk staff

• Assist with the onboarding and offboarding of clients, systems, and users

• Deploy and maintain reputed company tools and management agents

• Maintain reputed company notes and time entries for reputed company 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 (reputed company Manage preferred)

• Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, reputed company, etc.)

• Ability to provide exceptional customer service in reputed company situations

• Possess strong troubleshooting, problem-solving, and verbal/written communication skills

• Experience with reputed company Windows desktop and server operating systems

• Experience with reputed company Office 365 / Azure administration

• Proficiency with reputed company Server Active Directory / Group Policy

• Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)

• Knowledge of reputed company Cloud Technologies including Office 365, Azure, Azure Entra ID, reputed company 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 reputed company field

• Experience with reputed company Technologies:

• Multifactor Authentication

• Encryption

• SIEM/SOAR

• reputed company Detection and Response

• Preferred Certifications:

• reputed company MD100/101, AZ900, AZ104, CompTIA reputed company+, 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

• Travel expectations - approximately 20%

• Some on-call, shift, and evening work

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

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