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Jün Cyber

L1 Helpdesk Analyst

Jün Cyber

Location
Hybrid (St. Petersburg, Florida)
Employment
Part-time
Level
Entry Level
Posted 1 week ago

About the Role

Jun Cyber is a veteran-owned IT and cybersecurity consulting firm seeking an L1 Senior Helpdesk Technician to provide first-line technical support and ensure security compliance for managed service clients.

Skills

Windows Troubleshooting Microsoft 365 Administration Active Directory Entra ID Networking Fundamentals RMM Tools Endpoint Security Patch Management CMMC NIST 800-171 DNS DHCP TCP/IP VLAN SentinelOne NinjaOne

Perks

  • Hybrid Work

Full job details

Job Title: L1 Senior Helpdesk Technician



Company: Jun Cyber



Location: Hybrid (St.Petersburg, 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 Cyber’s 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





  • 1-2 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.