Help Desk Technician

Help Desk Technician

Position Summary

Cyber One Solutions is seeking a Help Desk Technician to provide technical support to our managed IT clients.

This position is intended for a technician who has moved beyond entry-level support and is capable of independently resolving a broad range of common workstation, Microsoft 365, user account, application, and basic network-related issues.

The Help Desk Technician will serve as a primary point of contact for client technical issues and is expected to troubleshoot problems thoroughly, communicate professionally, maintain accurate documentation, and recognize when an issue should be escalated to a higher-level technician or engineer.

The ideal candidate will have hands-on technical support experience, strong troubleshooting skills, and the ability to work comfortably across multiple client environments.

Primary Responsibilities

• Provide remote and onsite technical support to Cyber One Solutions clients.
• Receive, troubleshoot, document, and resolve incoming service requests.
• Provide support for Windows 10 and Windows 11 workstations.
• Troubleshoot workstation hardware, software, application, and operating system issues.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other Office applications.
• Perform basic Microsoft 365 administration, including:
• User account creation and modification
• Password resets
• Microsoft 365 licensing
• Multi-factor authentication troubleshooting
• Mailbox-related troubleshooting
• Basic access and permission changes
• Perform basic Microsoft Entra ID and Active Directory administration.
• Create, modify, disable, and troubleshoot user accounts.
• Manage basic security group and distribution group membership.
• Troubleshoot login, authentication, and account access issues.
• Troubleshoot basic wired and wireless network connectivity issues.
• Diagnose common TCP/IP, DNS, DHCP, Wi-Fi, and VPN-related problems.
• Troubleshoot mapped drives, shared folders, file permissions, and other common network resources.
• Troubleshoot printers, scanners, multifunction devices, and other common office peripherals.
• Install, configure, update, and troubleshoot business applications.
• Configure and deploy new computers and replacement workstations.
• Perform workstation migrations and basic user profile transfers.
• Assist with client onboarding and offboarding processes.
• Install and troubleshoot endpoint security software and other managed applications.
• Assist with routine endpoint security alerts in accordance with company procedures.
• Troubleshoot basic VoIP and 3CX user issues, including desktop applications, extensions, headsets, and user-level call issues.
• Assist with basic Windows Server and domain-related troubleshooting when appropriate.
• Utilize Remote Monitoring and Management tools to troubleshoot and maintain client endpoints.
• Maintain accurate documentation within the company ticketing system.
• Record complete troubleshooting steps, findings, resolutions, and time entries for all assigned service requests.
• Maintain communication with clients regarding ticket status and resolution.
• Follow Cyber One Solutions technical standards, security procedures, documentation requirements, and operating policies.
• Escalate issues appropriately when they exceed the technician's level of authority or technical capability.
• Provide higher-level technicians with complete troubleshooting documentation when escalating an issue.
• Assist senior technicians and engineers with technical projects, deployments, migrations, and other client work as needed.
• Perform other technical duties consistent with the position as assigned.

Technical Expectations

A Help Desk Technician should be capable of independently resolving most common end-user technology issues.

Examples include

• Windows workstation issues
• Microsoft Office application issues
• Outlook configuration and troubleshooting
• Microsoft Teams issues
• OneDrive synchronization issues
• Password and account access problems
• Microsoft 365 user administration
• Basic Microsoft Entra ID administration
• Basic Active Directory administration
• Multi-factor authentication troubleshooting
• Printer and scanner issues
• Mapped drive and file share issues
• Basic DNS and DHCP troubleshooting
• Wi-Fi connectivity issues
• VPN connectivity issues
• Workstation deployment and replacement
• Software installation and troubleshooting
• Basic endpoint security issues
• User profile problems
• Basic Windows Server-related issues
• Basic VoIP and 3CX end-user issues

The Help Desk Technician is not expected to independently design, configure, or make significant changes to client server, firewall, cloud, network, or security infrastructure without appropriate authorization or escalation.

Qualifications

• 1–3 years of professional IT Help Desk, desktop support, or technical support experience preferred.
• Strong working knowledge of Windows 10 and Windows 11.
• Experience troubleshooting common workstation hardware and software issues.
• Working knowledge of Microsoft 365 applications and services.
• Familiarity with Microsoft 365 administration.
• Familiarity with Microsoft Entra ID and/or Active Directory.
• Understanding of basic networking concepts including:
• TCP/IP
• IP addressing
• DNS
• DHCP
• Wi-Fi
• VPN connectivity
• Ability to perform basic network troubleshooting using tools such as ping, ipconfig, nslookup, and tracert.
• Experience troubleshooting printers, scanners, mapped drives, shared folders, and other common business technology.
• Basic familiarity with Windows Server and domain environments.
• Experience installing and configuring Windows computers for end users.
• Ability to install, configure, and troubleshoot business software.
• Basic understanding of cybersecurity concepts including:
• Multi-factor authentication
• Endpoint protection
• Phishing awareness
• Password security
• User permissions
• Access control
• Ability to independently troubleshoot technical issues using a logical and methodical troubleshooting process.
• Ability to research unfamiliar technical problems and identify potential solutions.
• Ability to recognize when an issue requires escalation.
• Strong written and verbal communication skills.
• Ability to communicate clearly and professionally with non-technical users.
• Strong customer service skills.
• Strong attention to detail and documentation.
• Ability to manage multiple service requests simultaneously.
• Ability to prioritize issues based on urgency and business impact.
• Ability to work independently while remaining part of a technical support team.
• Previous Managed Service Provider experience is preferred.
• Experience with ticketing systems, remote support tools, and Remote Monitoring and Management platforms is preferred.
• Valid driver's license and ability to travel to local client locations when required.

Preferred Experience

Experience with any of the following technologies is beneficial

• Microsoft 365
• Microsoft Entra ID
• Active Directory
• Windows Server
• Group Policy
• SharePoint
• OneDrive
• Microsoft Defender
• NinjaOne / NinjaRMM
• HaloPSA
• SentinelOne
• Huntress
• WatchGuard
• Duo Security
• 3CX

Skills and Characteristics

The successful candidate should demonstrate

• Strong troubleshooting ability
• Technical curiosity
• Professional communication
• Patience when working with end users
• Strong customer service skills
• Good judgment
• Dependability
• Organization
• Attention to detail
• Accountability
• Willingness to learn
• Ability to accept technical direction and feedback
• Ability to work effectively in a fast-paced managed services environment

Position Expectations

The Help Desk Technician is expected to take ownership of assigned service requests and work toward resolution rather than simply forwarding issues to another technician.

Before escalating an issue, the technician should perform reasonable troubleshooting, gather relevant information, document findings, and clearly communicate what has already been attempted.

At the same time, the technician must recognize when an issue presents unnecessary risk or requires higher-level technical expertise.

Changes involving production servers, firewalls, advanced networking, cloud infrastructure, security architecture, or other business-critical systems should be escalated or performed under the direction of an authorized senior technician or engineer.

The objective of this position is to provide timely, professional, and technically competent support while continuing to develop the skills necessary to progress into more advanced technical roles within Cyber One Solutions.

Cyber One Solutions is an equal opportunity employer.

Pay: From $12.50 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience

• Windows Workstation Troubleshooting: 1 year (Required)
• Microsoft 365 Administrative: 1 year (Required)
• UniFi Networks: 1 year (Required)
• Email Security: 1 year (Required)

Work Location: In person