Helpdesk Technician

Work model: Remote

Budgeted pay range: $70,000 - $83,000 USD

Schedule: Monday through Friday, 3:30 pm - 12:30 am HST

Work authorization: Must be authorized to work for any employer in the United States

Technical support across client environments

Provide Level II helpdesk support for a security and IT managed services provider serving the Defense Industrial Base. You will implement, troubleshoot, and maintain client systems across on-premise and cloud environments, combining technical problem-solving with responsive customer service.

The role supports client infrastructure, networks, applications, and end-user technology while providing escalation assistance to Level I technicians.

What you will handle

• Remotely troubleshoot hardware, software, and cloud service requests in a fast-paced managed services environment.
• Support Windows, Mac, and Linux desktop and server operating systems.
• Administer and troubleshoot Microsoft Office 365, Azure, Teams, OneDrive, and SharePoint.
• Support firewalls, switches, wireless access points, and business applications.
• Maintain on-premise and cloud backup and disaster recovery solutions.
• Resolve issues involving printers, monitors, docking stations, webcams, and other peripherals.
• Support mobile devices and mobile application and device management.
• Assist Level I helpdesk staff with escalated requests.
• Help onboard and offboard clients, systems, and users.
• Deploy and maintain security tools and management agents.
• Keep ticket notes and time entries accurate and current.
• Create and maintain documentation for internal and client systems.
• Coordinate with third-party vendors to resolve technical issues.

Required experience

• At least 2 years of experience working for a Managed Service Provider.
• At least 5 years of IT helpdesk experience using remote support tools.
• Experience with helpdesk ticketing systems for incident tracking and time entry.
• Experience with Remote Monitoring and Management tools such as Automate, LabTech, Continuum, or NinjaOne.
• Experience supporting Microsoft Windows desktop and server operating systems.
• Experience administering Microsoft Office 365 and Azure.
• Proficiency with Microsoft Server Active Directory and Group Policy.
• Moderate networking experience, including remote configuration and troubleshooting of TCP/IP, Wi-Fi, and VPN connections.
• Knowledge of Microsoft cloud technologies, including Azure Entra ID, Endpoint Protection, Intune, and Autopilot.
• Strong troubleshooting, problem-solving, and written and verbal communication skills.
• Ability to provide excellent customer service and collaborate effectively with teammates.
• Authorization to work for any employer in the United States.

Additional qualifications valued

• Bachelor's degree in Computer Science, Engineering, or a related field from an accredited university.
• Experience with multifactor authentication, encryption, SIEM/SOAR, and endpoint detection and response.
• Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, or Network+ certifications.
• Experience with ConnectWise Manage.
• Knowledge of scripting and automation tools.
• Strong organization and the ability to balance competing priorities.
• Ability to work independently in a remote environment and as part of a team.