L1 Helpdesk Analyst

Job Title: L1 Senior Helpdesk Technician

Company: Jun Cyber

Location: Hybrid ( Florida Applicants Only)

Reports To: Helpdesk Lead

Employment Type: Part-Time (20 hrs per week)

Position Summary

The L1 Senior Helpdesk Technician is responsible for first-line technical support across Jun Cybers managed services and compliance-focused client environments. This role handles escalated Tier 1 issues owns ticket hygiene enforces security baselines and ensures service delivery aligns with CMMC NIST 800-171 and security best practices.

This is not a password reset role. The expectation is discipline documentation accountability and technical growth.

Core Responsibilities

1. Service Desk Operations

• Respond to client tickets via RMM PSA email and phone within defined SLA targets

• Resolve Tier 1 incidents and service requests independently

• Escalate appropriately to Tier 2/3 with full documentation and troubleshooting steps completed

• Maintain ticket hygiene (accurate notes time entries root cause resolution steps)

• Track recurring issues and flag systemic problems

2. Endpoint & Infrastructure Support

• Windows and macOS workstation support

• Microsoft 365 administration (user provisioning licensing MFA enforcement)

• Active Directory / Entra ID user management

• VPN troubleshooting

• Printer and network connectivity issues

• Basic firewall and switch troubleshooting

• Endpoint security agent monitoring (SentinelOne or equivalent)

3. Security & Compliance Alignment

• Enforce MFA password policies and least privilege standards

• Validate patch compliance via RMM

• Assist in vulnerability remediation workflows

• Support documentation efforts aligned with NIST 800-171 / CMMC

• Identify security gaps and escalate risk issues immediately

4. Client Communication

• Provide clear professional communication to clients

• Avoid technical jargon unless appropriate

• Set expectations accurately

• Deliver updates before clients ask for them

• Provide onsite technical support at client locations when scheduled or required

• Maintain professional conduct and represent Jun Cyber appropriately during client onsite visits

5. Process & Improvement

• Document repeatable solutions in internal knowledge base

• Identify automation opportunities

• Maintain asset inventory accuracy

• Assist with onboarding and offboarding procedures

Required Technical Skills

• 35 years helpdesk or MSP experience

• Strong Windows troubleshooting capability

• Microsoft 365 administration experience

• Active Directory and Entra ID knowledge

• Networking fundamentals (DNS DHCP TCP/IP VLAN basics)

• Experience with RMM tools (NinjaOne preferred)

• Experience with endpoint security tools (SentinelOne preferred)

• Understanding of patch management workflows

Preferred Qualifications

• Experience in compliance-heavy environments (CMMC NIST ISO SOC 2)

• Familiarity with SIEM or SOC workflows

• CompTIA A Network Security (or equivalent experience)

• MSP experience strongly preferred

• IT documentation discipline

Performance Expectations

• SLA adherence above 95%

• Clean ticket documentation

• Minimal unnecessary escalations

• Zero tolerance for security negligence

• Accurate daily time entry (QuickBooks requirement)

• Professional client satisfaction scores

Behavioral Expectations

• Bias toward action

• No excuses for missed SLAs

• Ownership mentality

• Escalate early not late

• Protect client environments as if they were your own

Growth Path

This role is designed to progress into:

• L2 Systems Technician

• Security Operations Support

• Compliance Operations Technician

• Performance discipline and initiative determine trajectory.