Helpdesk Technician Level III

Cyber Sheath Services International LLC is a rapidly growing Security and IT Managed Services Provider focused on delivering Cybersecurity services to the Defense Industrial Base (DIB). We are expanding our staff and looking to add an additional Helpdesk Technician III to our team.

Cyber Sheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that can weaken an organization's security posture. Our professionals help clients stop spending unnecessarily, invest wisely, and integrate existing solutions for improved security.

Successful candidates are self‑motivated, think outside the box, and solve issues independently. They are self‑starters willing to wear many hats and thrive in a fast‑growing environment.

As a Helpdesk Technician III, you will serve as a subject‑matter expert for advanced hardware, software, and networking escalations. You will apply your detailed knowledge of diverse IT systems—both on‑premise and cloud—to support Cyber Sheath customers' systems, networks, and applications while delivering excellent customer service.

• 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 escalated from Tier 1 and 2 technicians.
• Provide day‑to‑day operational support for:
• Desktop and Server Operating Systems (Windows, macOS, Linux)
• Microsoft Office 365, Azure, Teams, One Drive, Share Point
• 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 and Mobile Device Management (MAM/MDM)
• Provide escalation support for Level I and II 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 all requests in the ticketing system.
• Create and maintain comprehensive documentation for internal and client systems.
• Work with third‑party vendors to remediate issues as needed.

• Minimum 4+ years working for a Managed Service Provider (MSP).
• Minimum 7+ years of experience on an IT Helpdesk using remote support tools.
• Experience using a helpdesk ticketing system for incident tracking (Connect Wise Manage preferred).
• Experience with Remote Monitoring and Management (RMM) tools (e.g., Automate, Labtech, Continuum, Ninja One).
• Exceptional customer service skills in all situations.
• 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 (TCP/IP, WIFI, VPN).
• Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra , Endpoint Protection, Intune, Autopilot.
• Knowledge of scripting and automation tools (a plus).
• Demonstrated ability to work in a team environment.
• Must be authorized to work in the U.S.

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Experience with Security Technologies:
• Multifactor Authentication
• Encryption
• SIEM/SOAR
• Endpoint Detection and Response
• Preferred
  
  Certifications:
  
  Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+.
• Excellent organizational skills, balancing conflicting priorities.
• Ability to work independently, remotely, and as part of a team.

• This role is remote with potential travel to client sites.
• Some on‑call, shift, and evening work may be required.

Cyber Sheath is an 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, or disability status.

Budgeted Pay Range: $85,000—$100,000 USD