Ethos is hiring a Helpdesk Technician III

Scout Motors is seeking a Helpdesk Technician III to serve as a subject matter expert for advanced technical escalations within our fast-paced, remote Managed Services Practice.

What You'll Do

• Remotely troubleshoot and resolve escalated client requests involving end-user hardware, software, and cloud services.
• Provide operational support for Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365/Azure/Teams/OneDrive/SharePoint, Networking Devices, Line of Business Applications, and Backup/Disaster Recovery solutions.
• Provide escalation support 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 accurate notes and time entries 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.

What We're Looking For

• Minimum 4+ years working for a Managed Service Provider (MSP).
• Minimum 7+ years experience on an IT Helpdesk using remote support tools.
• Experience with a helpdesk ticketing system (ConnectWise Manage preferred).
• Prior experience using Remote Monitoring and Management (RMM) tools.
• Ability to provide exceptional customer service in all situations.
• 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.
• Demonstrated ability to work in a team environment.
• Must be authorized to work for any employer in the U.S.

Nice to Have

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 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.
• Knowledge of scripting and automation tools.

Technical Stack

• Operating Systems: Microsoft Windows desktop and server, Mac, Linux
• Microsoft Suite: Office 365, Azure, Teams, OneDrive, SharePoint, Active Directory, Group Policy
• Networking: Firewalls, switches, wireless access points, TCP/IP, WIFI, VPN
• Cloud & Security: Azure Entra ID, Endpoint Protection, Intune, Autopilot, Mobile Device Management
• Tools: ConnectWise Manage, Remote Monitoring and Management (RMM) tools (Automate, Labtech, Continuum, NinjaOne)

Work Mode

This is a fully remote position for candidates located within the United States.

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.