• Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting) • Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully • Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies) • Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications) • Support macOS environments, including troubleshooting and basic Jamf/MDM administration • Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics) • Implement and support backup/recovery solutions, including file/folder restores from client backup systems • Identify and respond to security issues (phishing attempts, malware removal, MFA implementation) • Manage software installations, deployments, and licensing issues • Perform hardware diagnostics and coordinate replacements or on-site support when needed • Document all work in the service desk system (clear resolution notes, next steps, and time entries) • Create and maintain client-specific SOPs; contribute to ongoing process improvements • Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training • Collaborate with specialized teams (server, network, security) for escalations and complex issues • Participate in client onboarding and migration/projects as needed

• Support and administer macOS, Linux (Ubuntu), and Windows environments • Troubleshoot and resolve hardware, system, and software issues • Configure laptops, reinstall operating systems, and set up required software • Manage users and permissions in Google Workspace, Atlassian, and other platforms • Create and maintain organized technical documentation • Handle IT equipment logistics, including sourcing, inventory management, and coordinating incoming and outgoing deliveries for contractors • Support and maintain internal lab environments and networks • Assist with basic scripting tasks and automation initiatives

• Administer, configure, monitor, and optimize Serasa Experian's workload automation environment • Serve as a technical reference to ensure reliable execution of critical workflows • Support development, infrastructure, and operations teams in implementing and maintaining Control‑M jobs • Keep the production environment operational and aligned with the roadmap • Create, configure, and maintain job flows, ensuring standardization, performance, and governance • Monitor daily routines, handle failures and incidents, and ensure SLA compliance • Develop integrations using Control‑M and file transfer mechanisms • Document procedures, standards, operational policies, and best practices • Perform capacity, performance, and workload optimization analyses • Participate in digital transformation projects related to process automation • Provide 2nd‑ and 3rd‑level support for incidents, problems, and changes • Ensure security, compliance, and access management in the Control‑M environment

Role Description The Helpdesk Technician III serves as a subject matter expert for the most advanced hardware, software, and networking escalations. 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. - 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 that have been escalated from Tier 1 and 2 technicians - 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 and II 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 Qualifications - Minimum 4+ years working for a Managed Service Provider (MSP) - Minimum of 7+ 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.) - Ability to provide exceptional customer service in all situations - Possess strong troubleshooting, problem-solving, and verbal/written communication skills - Experience with Microsoft Windows desktop and server operating systems - Experience with Microsoft Office 365 / Azure administration - Proficiency with Microsoft Server Active Directory / Group Policy - Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN) - Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc. - Knowledge of scripting and automation tools a plus - Demonstrated ability to work in a team environment - Must be authorized to work for any employer in the U.S Requirements - Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field (preferred) - Experience with Security Technologies: - Multifactor Authentication - Encryption - SIEM/SOAR - Endpoint Detection and Response - Preferred Certifications: - Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+ - Excellent organizational skills including the ability to balance conflicting priorities - Ability to work independently, remotely, and as part of a team Work Environment - This role is Remote with the potential for travel to client sites - Some on-call, shift, and evening work Budgeted Pay Range $85,000 — $100,000 USD