Helpdesk Technician Level II (Pacific Time Zone)

As a Helpdesk Technician Level II at CyberSheath, your main responsibilities include providing exceptional customer support within a remote Managed Services Practice. You'll be troubleshooting and resolving client requests involving hardware, software, and cloud services, supporting various operating systems and managing networking devices. You'll also create and maintain documentation while assisting with the onboarding and offboarding processes for clients.

To qualify for the Helpdesk Technician Level II position at CyberSheath, candidates should have a minimum of 2 years of experience working for a Managed Service Provider and at least 5 years in an IT Helpdesk role. Proficiency in remote support tools, knowledge of Microsoft operating systems, and experience with Office 365 and networking concepts are also essential. Certifications such as CompTIA Security+ and Microsoft MD100/101 are preferred.

Successful Helpdesk Technicians Level II at CyberSheath possess strong troubleshooting and problem-solving skills, alongside effective verbal and written communication abilities. Exceptional customer service skills are crucial, as is the ability to work independently as well as part of a team. Additionally, familiarity with scripting and automation tools will enhance your capability to support our clients effectively.

The Helpdesk Technician Level II role at CyberSheath is entirely remote, providing you the flexibility to work from anywhere in the U.S. While standard working hours are from 8 am to 5 pm Pacific Time, you may also be required to be on-call or work occasional evenings and weekends, depending on client needs. Expect a supportive and growth-oriented environment where you can thrive.

CyberSheath encourages professional development for Helpdesk Technicians Level II by fostering a growth-oriented culture. With a focus on team collaboration, self-starters have opportunities to expand their skills and advance within the company as we continue to expand. Engaging in learning new technologies, obtaining certifications, and taking on diverse responsibilities can significantly enhance your career trajectory.

In your response, highlight specific remote support tools you have used, such as ConnectWise Manage or other RMM tools. Emphasize your capability to troubleshoot and resolve issues efficiently while maintaining excellent communication with clients throughout the process.

Discuss your method for evaluating urgency and impact when triaging helpdesk requests. Providing examples of how you’ve managed competing priorities and ensuring timely support while still meeting quality standards can strengthen your answer.

Explain how you've utilized Microsoft Office 365 and Azure in your previous roles, including any experience with administration functions. Mention specific tasks you've performed, which can provide insight into your technical proficiency and problem-solving capabilities.

Share a specific situation where you encountered a difficult technical issue, outlining the steps you took to analyze and resolve it. Focus on the problem-solving process, how you communicated your approach to users, and any lessons learned that would benefit future challenges.

Emphasize your commitment to excellent customer service and discuss a specific approach you take when dealing with dissatisfied clients. Your ability to listen actively, acknowledge their concerns, and focus on finding a resolution is crucial in maintaining client trust.

Outline your process for creating and maintaining documentation, including internal notes, system configurations, and client-specific knowledge. Discuss how this contributes to training new team members and improving overall service efficiency.

Before your interview, research CyberSheath’s mission and services, especially its focus on cybersecurity for the Defense Industrial Base. Demonstrating awareness of the company’s goals and challenges can reflect genuine interest and alignment with their culture.

Discuss your methods for professional development, such as attending webinars, participating in forums, or studying new technologies relevant to the Helpdesk role. Mention any industry-related newsletters or communities you follow to stay informed.

Detail your hands-on experience with network devices such as routers, switches, and firewalls. Provide scenarios where your troubleshooting skills helped identify and resolve connectivity issues, illustrating your technical knowledge.

Express your enthusiasm for the role by linking your goals with CyberSheath’s mission and values. Touch on your desire for growth in a challenging environment and how your skills align with their focus on cybersecurity in the IT managed services sector.