Helpdesk Technician II (2nd Shift Hawaiian Standard Time)

The role

The Helpdesk Technician Level II provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems. This includes managing client IT system infrastructure and processes across On-premise and Cloud environments.

What you will do

• 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, Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, networking devices, line of business applications, backup and
• 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 qualifications

• 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
• Prior experience using Remote Monitoring and Management (RMM) tools
• 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 ID, Endpoint Protection, Intune, Autopilot, etc.
• Must be authorized to work for any employer in the U.S

Nice to have

• ConnectWise Manage preferred
• Knowledge of scripting and automation tools a plus
• 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

About the company

CyberSheath Services International LLC is a Security and IT Managed Services Provider focused on providing Cybersecurity services to the Defense Industrial Base (DIB).