What are the responsibilities and job description for the Helpdesk Technician - Shawnee, KS position at Stella Maris Family Office?
Gabriel Defense is a premier Managed Service Provider (MSP) and cybersecurity firm dedicated to protecting and empowering businesses through cutting-edge technology solutions and unrelenting security vigilance. We deliver enterprise-grade IT support, proactive threat monitoring, and robust cybersecurity services to clients across various commercial sectors.
At Gabriel Defense, our people are our greatest asset. We foster a culture of continuous learning, mission-focused service, and technical excellence.
Position Summary
The Helpdesk Technician serves as the first point of contact for clients experiencing technical issues. This role is essential in delivering timely, professional, and effective support aligned with Gabriel Defense's commitment to exceptional service and cybersecurity best practices. The ideal candidate is a motivated self-starter with a passion for technology, a security-first mindset, and outstanding communication skills.
Key Responsibilities
Client Support & Ticket Management
- Serve as the first line of support for inbound client requests via phone, email, chat, and ticketing system (e.g., ConnectWise or similar PSA tool)
- Triage, document, and prioritize helpdesk tickets according to SLA requirements and urgency
- Provide remote troubleshooting and resolution for hardware, software, and connectivity issues
- Escalate unresolved issues to Level 2 technicians or appropriate teams with thorough documentation
- Follow up with clients to ensure issues are fully resolved and satisfaction is confirmed
Technical Support Tasks
- Troubleshoot Windows 10/11 operating systems, Microsoft 365 applications, and common business software
- Assist users with email configuration, password resets, MFA setup, and account access issues
- Support basic network troubleshooting including VPN connectivity, DNS, DHCP, and Wi-Fi issues
- Image, configure, and deploy workstations, laptops, and peripherals
- Install, update, and maintain endpoint software and security tools (AV, EDR agents, patch management)
- Assist with onboarding and offboarding of users including account provisioning and access management
Cybersecurity Responsibilities
- Adhere to and enforce Gabriel Defense security policies and client-specific security protocols
- Recognize and escalate potential security incidents, phishing attempts, or policy violations
- Educate end users on security best practices including safe browsing, password hygiene, and phishing awareness
- Assist in maintaining endpoint compliance through monitoring tools and patch enforcement
- Document security-related incidents and follow defined incident response procedures
Documentation & Communication
- Maintain accurate, detailed, and timely records in the ticketing and documentation systems
- Contribute to and update internal knowledge base articles and SOPs
- Communicate clearly and professionally with clients and internal team members at all times
- Participate in team meetings, training sessions, and on-call rotation as required
- Perform other duties and responsibilities as assigned by the General Manager
Qualifications
Required
- High School Diploma or GED required
- 0–2 years of experience in a helpdesk, technical support, or IT support role (MSP experience a plus)
- Working knowledge of Windows OS environments and Microsoft 365 suite
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Strong troubleshooting skills and a logical, methodical approach to problem-solving
- Excellent verbal and written communication skills with a client-first attitude
- Ability to manage multiple tasks and priorities in a fast-paced environment
Preferred
- CompTIA A , Network , or Security certification (or actively pursuing)
- Experience with RMM tools (e.g., ConnectWise) and PSA platforms (e.g., ConnectWise Manage)
- Familiarity with Active Directory, Azure AD, and Microsoft Intune
- Exposure to cybersecurity concepts such as endpoint protection, MFA, SIEM, or zero-trust principles
Work Environment & Physical Requirements
- Primarily office-based with occasional on-site client visits
- Must be able to sit for extended periods and lift up to 30 lbs of equipment as needed
- May be required to participate in an on-call or after-hours rotation
- Background check and drug screen required prior to employment
What Gabriel Defense Offers
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid Time Off (PTO) and paid holidays
- Clear career growth path: L1 - L2 - L3 - Cybersecurity/Specialist tracks
- Collaborative, mission-driven team culture
Required
- High School Diploma or GED required
- 0–2 years of experience in a helpdesk, technical support, or IT support role (MSP experience a plus)
- Working knowledge of Windows OS environments and Microsoft 365 suite
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Strong troubleshooting skills and a logical, methodical approach to problem-solving
- Excellent verbal and written communication skills with a client-first attitude
- Ability to manage multiple tasks and priorities in a fast-paced environment
Preferred
- CompTIA A , Network , or Security certification (or actively pursuing)
- Experience with RMM tools (e.g., ConnectWise) and PSA platforms (e.g., ConnectWise Manage)
- Familiarity with Active Directory, Azure AD, and Microsoft Intune
- Exposure to cybersecurity concepts such as endpoint protection, MFA, SIEM, or zero-trust principles
Salary : $38,000 - $55,000