Helpdesk Technician II

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🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $70k - $83k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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CyberSheath

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

💼 Consulting

🎖️ Defense

🔒 Cybersecurity

💰 Private Equity Round on 2021-12

Consulting • Defense • Cybersecurity

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

• Provide day-to-day support for the implementation, troubleshooting, and maintenance of client IT systems • Manage client IT system infrastructure and related processes • Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services • Provide operational support for desktop and server operating systems, Microsoft cloud services, networking devices, line-of-business applications, backup and disaster recovery, hardware peripherals, and mobile devices/MDM • 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 current notes and time entries for requests in the helpdesk ticketing system • Create and maintain documentation for internal and client systems • Work with third-party vendors to remediate issues • Provide exceptional customer service in a fast-paced remote Managed Services Practice

🎯 Requirements

• Minimum 2+ years working for a Managed Service Provider (MSP) • Minimum 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, such as Automate, Labtech, Continuum, or NinjaOne • 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 of TCP/IP, Wi-Fi, and VPN • Knowledge of Microsoft cloud technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot • Knowledge of scripting and automation tools is a plus • Strong troubleshooting, problem-solving, and verbal/written communication skills • Ability to provide exceptional customer service • Demonstrated ability to work in a team environment • Must be authorized to work for any employer in the U.S. • Preferred bachelor's degree from an accredited university in Computer Science, Engineering, or a related field • Preferred experience with multifactor authentication, encryption, SIEM/SOAR, and endpoint detection and response • Preferred Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, or Network+ certifications • Excellent organizational skills and ability to balance conflicting priorities • Ability to work independently, remotely, and as part of a team • Ability to work some on-call, shift, and evening hours

🏖️ Benefits

• Remote work arrangement • Potential travel to client sites • Approximately 20% travel opportunity • Some on-call, shift, and evening work