SMB Helpdesk Technician

Job Title: SMB Helpdesk Technician
Location: Remote (with some on-site support as needed)
Salary: $50,000–$65,000 base + performance bonuses

Who We Are

At CybrogenIT, we’re more than a cybersecurity and IT company—we’re a people-first team that believes technology should make life easier, not harder. We protect small and mid-sized businesses from cyber threats, keep their systems running, and have some fun while we do it.

We work hard, but we don’t take ourselves too seriously. Culture matters here. We believe in owning the outcome, speaking boldly, staying curious, and making sure fun is part of the job.

What You’ll Do

You’ll be the first line of support for our SMB clients—the person they turn to when something breaks, stops working, or just doesn’t make sense. Your job is to fix issues fast, make people feel heard, and keep their businesses running smoothly.

• Be the first point of contact for client IT requests (tickets, calls, emails).

• Troubleshoot and resolve issues with Windows PCs, laptops, mobile devices, and Office 365.

• Handle account setups, password resets, and onboarding/offboarding tasks.

• Support printers, scanners, and other everyday tech headaches.

• Use our RMM and ticketing systems to provide remote support.

• Spot and escalate bigger problems to our Tier 2/3 engineers.

• Log everything clearly in the helpdesk system so the team stays in the loop.

• Help keep clients safe with security basics (patches, antivirus, MFA checks).

• Follow up to make sure people aren’t just “fixed,” but actually happy.

What We’re Looking For

• 1–3 years of IT support/helpdesk experience (bonus if you’ve worked in an MSP or SMB setting).

• Strong knowledge of Windows OS, Office 365, and basic networking (DNS, DHCP, TCP/IP).

• Comfortable with remote support tools and ticketing systems.

• Curiosity about cybersecurity—experience with EDR, MFA, or firewalls is a plus.

• Clear communicator who can explain tech in plain language.

• Someone who takes ownership and sees things through, not just “passes the problem.”

• Certifications like CompTIA A+, Network+, or Security+ are great, but not required.

Why You’ll Love Working Here

• Salary: $50,000–$65,000 base + bonuses.

• Flexibility: Remote work with occasional on-site support.

• Growth: Training, certifications, and real opportunities to level up.

• Culture: People first. We celebrate wins, learn from mistakes, and keep things fun.

• Impact: You’ll directly help small businesses stay safe and secure.