Helpdesk Technician I

Role Overview

The Helpdesk Technician I acts as the initial point of contact for users reporting technical issues or requesting assistance. Provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process related to these systems. The ideal candidate will possess a detailed understanding of diverse IT systems, both On-premise and Cloud environments, and apply that understanding to provide support to CyberSheath customer’s systems, networks, and applications. Consistently providing both excellent customer service and astute technical support is imperative to success in this role.

Essential Responsibilities

• Ability to 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, 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 / 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

Required Education, Experience, & Skills

• 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 (ConnectWise Manage preferred)
• Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.)