Helpdesk Technician III

CyberSheath Services International LLC is a cybersecurity-focused Security and IT Managed Services Provider supporting the Defense Industrial Base (DIB). The Helpdesk Technician III serves as a subject matter expert handling advanced escalations across hardware, software, networking, and cloud environments to ensure reliable customer IT operations and strong service delivery.

• Provide exceptional customer support in a fast-paced remote Managed Services environment.
• Remotely troubleshoot and resolve escalated end-user requests involving hardware, software, and cloud services (from Tier 1 and Tier 2).
• Provide day-to-day operational support for:
  • Desktop and server operating systems (Windows, Mac, Linux).
  • Microsoft 365 services (Office 365, Azure, Teams, OneDrive, SharePoint).
  • 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 as needed.
• 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 helpdesk ticketing system.
• Create and maintain comprehensive documentation for internal and client systems.
• Coordinate with third-party vendors to remediate issues as needed.

• 4+ years working for a Managed Service Provider (MSP).
• 7+ years of IT helpdesk experience using remote support tools.
• Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred).
• Experience with Remote Monitoring and Management (RMM) tools (e.g., Automate/Labtech, Continuum, NinjaOne).
• Strong customer service skills.
• Strong troubleshooting, problem-solving, and verbal/written communication skills.
• Experience with Microsoft Windows desktop and server operating systems.
• Experience administering Microsoft Office 365 / Azure.
• Proficiency with Active Directory and Group Policy.
• Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WiFi, VPN).
• Knowledge of Microsoft cloud technologies (Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot).
• Scripting and automation knowledge (plus).
• Ability to work effectively in a team environment and independently.
• Authorized to work for any employer in the U.S.
• Preferred: Bachelor’s degree in Computer Science, Engineering, or related field.
• Preferred: Experience with security technologies (MFA, encryption, SIEM/SOAR, EDR).
• Preferred certifications: Microsoft MD100/101, AZ-900, AZ-104, CompTIA Security+, Network+.
• Excellent organizational skills and ability to balance conflicting priorities.

• Remote role with potential travel to client sites.
• Some on-call, shift, and evening work may be required.
• Budgeted pay range: $85,000 - $105,000 USD annually.
• Equal Opportunity Employer.