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Customer Support

Helpdesk Technician Level II Full Time

Summary:

CyberSheath Services International LLC is a rapidly growing IT Managed Services Provider focused on cybersecurity services for the Defense Industrial Base. They are looking to add a Helpdesk Technician Level II to their team to support clients with IT systems, networks, and applications, offering exceptional customer service and technical support.

Responsibilities:

  • Provide exceptional customer support in a fast-paced remote Managed Services Practice.
  • 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).
  • Support Microsoft Office 365, Azure, Teams, OneDrive, SharePoint.
  • Troubleshoot networking devices (firewalls, switches, wireless access points).
  • Manage on-premise and cloud backup and disaster recovery.
  • Support hardware peripherals (printers, monitors, docking stations, webcams, etc.).
  • Handle mobile devices and mobile device management (MAM/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 in the helpdesk ticketing system.
  • Create and maintain comprehensive documentation for internal and client systems.
  • Collaborate with third-party vendors to resolve issues as needed.

Requirements:

  • Minimum 2+ years working for a Managed Service Provider (MSP).
  • Minimum of 5+ years’ experience on an IT Helpdesk using remote support tools.
  • Experience with helpdesk ticketing systems (e.g., ConnectWise Manage preferred).
  • Prior experience using Remote Monitoring and Management (RMM) tools.
  • Strong troubleshooting, problem-solving, and communication skills.
  • Proficiency 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 (TCP/IP, WIFI, VPN).
  • Knowledge of Microsoft Cloud Technologies (Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune).
  • Knowledge of scripting and automation tools a plus.
  • Demonstrated ability to work in a team environment.
  • Authorization to work for any employer in the U.S.

Benefits:

  • Remote work environment with potential for client site travel.
  • Opportunity for on-call, shift, weekend, and evening work.
  • Equal Opportunity Employer, providing employment consideration without discrimination.

Job Overview