Helpdesk Technician Level II

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August 20

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CyberSheath

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Cybersecurity • Compliance • Fintech

CyberSheath is a cybersecurity company that specializes in helping clients achieve compliance with the Department of Defense's Cybersecurity Maturity Model Certification (CMMC) and related NIST standards. With a long-standing track record, they assess, implement, and manage security measures to ensure their customers meet rigorous cybersecurity requirements. CyberSheath offers tailored managed services and innovative solutions, including their Federal Enclave, to facilitate rapid compliance for defense contractors.

51 - 200 employees

Founded 2012

🔒 Cybersecurity

📋 Compliance

💳 Fintech

💰 Private Equity Round on 2021-12

📋 Description

• 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): • 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) • Microsoft 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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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.