Helpdesk Technician III

🕒 May 12

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CyberSheath

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🔒 Cybersecurity

📋 Compliance

💳 Fintech

💰 Private Equity Round on 2021-12

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.

📋 Description

• 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 that have been escalated from Tier 1 and 2 technicians • 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 and II 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 4+ years working for a Managed Service Provider (MSP) • Minimum of 7+ 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

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options