Helpdesk Technician

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 expanding our staff and looking to add a Helpdesk Technician I 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 advise clients on where to stop spending, where to invest, and how to take existing practices and integrate them in a way that delivers improved security.

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

The Helpdesk Technician I acts as the initial point of contact for users reporting technical issues or requesting assistance. The role provides day‑to‑day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any related processes.

The ideal candidate will possess a detailed understanding of diverse IT systems, both on‑premise and cloud environments, and apply that knowledge to support Cyber Sheath customers’ systems, networks, and applications while consistently delivering excellent customer service and technical support.

• 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)
• 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 / Mobile Device Management (MAM / MDM)
• 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

• Minimum 1+ years working for a Managed Service Provider (MSP)
• Minimum of 3+ 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 (e.g., Automate, Labtech, Continuum, Ninja One)
• Ability to provide exceptional customer service 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 including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)
• Knowledge of Microsoft Cloud Technologies (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 for any employer in the U.S.

• Bachelor’s degree from an accredited university 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, including the ability to balance conflicting priorities
• Ability to work independently, remotely, and as part of a team

• This role is Remote with the potential for travel to client sites
• Some on‑call, shift, and evening work

Compensation
:
Budgeted Pay Range: $55,000 USD - $68,000 USD

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, among other things, or status as a qualified individual with a disability.