Helpdesk Technician II

Cyber Sheath Services International LLC is a rapidly growing Security and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (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 our team!

Cyber Sheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don’t improve and, in fact, may weaken an organization’s security 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 security.

Successful candidates for Cyber Sheath are self-motivated, think out of the box, work, and solve issues independently. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. Cyber Sheath 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 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 Cyber Sheath 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)

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.)

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

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 (Connect Wise Manage preferred)

Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, Ninja One, 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 , 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…