Jun Cyber

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

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

  
  

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  Resolve Tier 1 incidents and service requests independently

  
  

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

  
  

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

  
  

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  Track recurring issues and flag systemic problems

  
  

2. Endpoint & Infrastructure Support

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  Windows and macOS workstation support

  
  

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  Microsoft 365 administration (user provisioning, licensing, MFA enforcement)

  
  

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  Active Directory / Entra ID user management

  
  

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  VPN troubleshooting

  
  

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  Printer and network connectivity issues

  
  

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  Basic firewall and switch troubleshooting

  
  

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  Endpoint security agent monitoring (SentinelOne or equivalent)

  
  

3. Security & Compliance Alignment

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  Enforce MFA, password policies, and least privilege standards

  
  

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  Validate patch compliance via RMM

  
  

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  Assist in vulnerability remediation workflows

  
  

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  Support documentation efforts aligned with NIST 800-171 / CMMC

  
  

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  Identify security gaps and escalate risk issues immediately

  
  

4. Client Communication

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  Provide clear, professional communication to clients

  
  

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  Avoid technical jargon unless appropriate

  
  

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  Set expectations accurately

  
  

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  Deliver updates before clients ask for them

  
  


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  Provide onsite technical support at client locations when scheduled or required

  
  


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

  
  

5. Process & Improvement

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  Document repeatable solutions in internal knowledge base

  
  

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  Identify automation opportunities

  
  

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  Maintain asset inventory accuracy

  
  

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  Assist with onboarding and offboarding procedures

  
  

Required Technical Skills

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  3–5 years helpdesk or MSP experience

  
  

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  Strong Windows troubleshooting capability

  
  

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  Microsoft 365 administration experience

  
  

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  Active Directory and Entra ID knowledge

  
  

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

  
  

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  Experience with RMM tools (NinjaOne preferred)

  
  

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  Experience with endpoint security tools (SentinelOne preferred)

  
  

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  Understanding of patch management workflows

  
  

Preferred Qualifications

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

  
  

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  Familiarity with SIEM or SOC workflows

  
  

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  CompTIA A+, Network+, Security+ (or equivalent experience)

  
  

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  MSP experience strongly preferred

  
  

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  IT documentation discipline

  
  

Performance Expectations

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  SLA adherence above 95%

  
  

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  Clean ticket documentation

  
  

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  Minimal unnecessary escalations

  
  

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  Zero tolerance for security negligence

  
  

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  Accurate daily time entry (QuickBooks requirement)

  
  

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  Professional client satisfaction scores

  
  

Behavioral Expectations

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  Bias toward action

  
  

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  No excuses for missed SLAs

  
  

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  Ownership mentality

  
  

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  Escalate early, not late

  
  

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  Protect client environments as if they were your own

  
  

Growth Path

This role is designed to progress into:

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  L2 Systems Technician

  
  

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  Security Operations Support

  
  

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  Compliance Operations Technician

  
  

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  Performance, discipline, and initiative determine trajectory.

  
  

Employment Type: PART_TIME