Tier 1 and 2 Help Desk Technicians

Company Description
Cyburity is a cybersecurity and IT services firm focused on helping organizations secure, manage, and modernize their technology environments. The company delivers practical solutions across managed IT services, cybersecurity, compliance, and advanced engineering for small and mid-sized businesses and government contractors. Cyburity’s team has deep expertise in network security, identity and access management, cloud infrastructure, and secure system design, including support for frameworks such as NIST 800-171, DFARS, and CMMC. The firm offers services like managed detection and response, vulnerability assessments, penetration testing, incident response, and full-service IT support including infrastructure management and Microsoft 365. Cyburity emphasizes tailored, vendor-agnostic solutions built on expertise, integrity, and a commitment to doing things the right way.

Role Description
This is a full-time, on-site role for Tier 1 and 2 Help Desk Technicians based in Huntsville, AL. The technicians will provide front-line and escalated technical support to end users, including responding to help desk tickets, phone calls, and emails in a timely and professional manner. Day-to-day responsibilities include diagnosing and resolving issues related to desktop computers, operating systems, applications, peripheral devices, and basic network connectivity. The role involves performing computer repair, software installs and updates, account and access troubleshooting, and documenting all work in ticketing systems. Tier 1 and 2 technicians will collaborate with senior engineers and cybersecurity staff when needed, follow established procedures, and contribute to a stable and secure IT environment for clients.

Qualifications

• Candidates should possess skills in Desktop Computers and Computer Repair for diagnosing hardware issues and performing basic upgrades or replacements.
• Candidates should possess Technical Support and Help Desk Support skills for handling tickets, user requests, and incident resolution in a structured support environment.
• Candidates should possess Troubleshooting skills to systematically identify, analyze, and resolve software, hardware, and connectivity problems.
• Experience with Windows operating systems, common business applications, and basic networking concepts (TCP/IP, DNS, DHCP) is beneficial.
• Strong customer service, communication, and documentation skills, with the ability to explain technical issues in clear, user-friendly language.
• Ability to prioritize tasks, work effectively in an on-site team environment, and maintain confidentiality and security best practices.