Helpdesk Technician - Shawnee, KS

Job Details

Level: Entry

Job Location:

Shawnee, KS

Position Type:
Full Time

Education Level: High School Diploma or GED

Salary Range: $38,000.00 - $55,000.00

Salary Travel Percentage:
Up to 25%

Job Shift: Day

Job Category:
Information Technology

Gabriel Defense is a premier Managed Service Provider (MSP) and cybersecurity firm dedicated to protecting and empowering businesses through cutting‑edge technology solutions and unrelenting security vigilance. We deliver enterprise‑grade IT support, proactive threat monitoring, and robust cybersecurity services to clients across various commercial sectors.

At Gabriel Defense, our people are our greatest asset. We foster a culture of continuous learning, mission‑focused service, and technical excellence.

The Helpdesk Technician serves as the first point of contact for clients experiencing technical issues. This role is essential in delivering timely, professional, and effective support aligned with Gabriel Defense's commitment to exceptional service and cybersecurity best practices. The ideal candidate is a motivated self‑starter with a passion for technology, a security‑first mindset, and outstanding communication skills.

• Serve as the first line of support for inbound client requests via phone, email, chat, and ticketing system (e.g., Connect Wise or similar PSA tool)
• Triage, document, and prioritize helpdesk tickets according to SLA requirements and urgency
• Provide remote troubleshooting and resolution for hardware, software, and connectivity issues
• Escalate unresolved issues to Level 2 technicians or appropriate teams with thorough documentation
• Follow up with clients to ensure issues are fully resolved and satisfaction is confirmed

• Troubleshoot Windows 10/11 operating systems, Microsoft 365 applications, and common business software
• Assist users with email configuration, password resets, MFA setup, and account access issues
• Support basic network troubleshooting including VPN connectivity, DNS, DHCP, and Wi‑Fi issues
• Image, configure, and deploy workstations, laptops, and peripherals
• Install, update, and maintain endpoint software and security tools (AV, EDR agents, patch management)
• Assist with onboarding and offboarding of users including account provisioning and access management

• Adhere to and enforce Gabriel Defense security policies and client‑specific security protocols
• Recognize and elevate potential security incidents, phishing attempts, or policy violations
• Educate end users on security best practices including safe browsing, password hygiene, and phishing awareness
• Assist in maintaining endpoint compliance through monitoring tools and patch enforcement
• Document security‑related incidents and follow defined incident response procedures

• Maintain accurate, detailed, and timely records in the ticketing and documentation systems
• Contribute to and update internal knowledge base articles and SOPs
• Communicate clearly and professionally with clients and internal team members at all times
• Participate in team meetings, training sessions, and on‑call rotation as required
• Perform other duties and responsibilities as assigned by the General Manager

• High School Diploma or GED required
• 0–2 years of experience in a helpdesk, technical support, or IT support role (MSP experience a plus)
• Working knowledge of Windows OS environments and Microsoft 365 suite
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Strong troubleshooting skills and a logical, methodical approach to problem‑solving
• Excellent verbal and written communication skills with a client‑first attitude
• Ability…