L1 Helpdesk Analyst
Jün Cyber
- Location
- Hybrid (St. Petersburg, Florida)
- Employment
- Part-time
- Level
- Mid Level
About the Role
Jun Cyber is a cybersecurity and IT consulting firm seeking a technical support professional to manage first-line incidents and enforce security compliance standards for managed service clients.
Skills
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
3–5 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.