Helpdesk Technician III

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as a subject matter expert for complex hardware, software, and networking escalations.

• Deliver outstanding customer support within a dynamic remote Managed Services Practice.

• Remotely diagnose and address escalated client issues related to end-user hardware, software, and cloud services.

• Provide daily operational assistance for desktop and server operating systems, Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, networking devices, line-of-business applications, backup and disaster recovery, hardware peripherals, and mobile device management.

• Offer escalation support for Level I and II Helpdesk personnel.

• Aid in the onboarding and offboarding processes for clients, systems, and users.

• Deploy and manage security tools and monitoring agents.

• Keep accurate notes and time entries for requests within the helpdesk ticketing system.

• Create and uphold detailed documentation for both internal and client systems.

• Collaborate with third-party vendors to resolve issues as necessary.

⛳️ Requirements

• A minimum of 4+ years of experience working with a Managed Service Provider (MSP).

• At least 7+ years of experience in an Information Technology Helpdesk role utilizing remote support tools.

• Familiarity with a helpdesk ticketing system for incident tracking and time logging; ConnectWise Manage is preferred.

• Previous experience with Remote Monitoring and Management (RMM) tools such as Automate, Labtech, Continuum, or NinjaOne.

• Strong skills in troubleshooting, problem-solving, and both verbal and written communication.

• Experience with Microsoft Windows desktop and server operating systems.

• Proficient in Microsoft Office 365 / Azure administration.

• Knowledgeable in Microsoft Server Active Directory / Group Policy.

• Moderate networking expertise, including remote configuration and troubleshooting using TCP/IP, WIFI, and VPN.

• Understanding of Microsoft Cloud Technologies, including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot.

• Familiarity with scripting and automation tools is advantageous.

• Proven ability to function effectively in a team environment.

• Must have authorization to work for any employer in the U.S.

• A preferred bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field.

• Preferred experience with security technologies such as Multifactor Authentication, Encryption, SIEM/SOAR, and Endpoint Detection and Response.

• Preferred certifications include Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, or Network+.

• Exceptional organizational skills, including the capacity to manage conflicting priorities.

• Ability to work independently, remotely, and collaboratively as part of a team.

🏝️ Benefits

• Remote work arrangement.

• Potential travel to client locations.

• Occasional on-call, shift, and evening work.