Help Desk Engineer - Managed IT Services

Are you an IT professional who enjoys solving problems, helping people, and being the first line of defense when something goes wrong? Do you take pride in figuring things out, communicating clearly, and making technology feel simple for end users?

If so, this role is a great opportunity to grow your technical skills while working in a fast-paced, client-facing environment where no two days are the same.

As a Help Desk Engineer, you will serve as the front line of support for our clients, handling a wide range of day-to-day technical issues while ensuring a high-quality service experience. This role is responsible for triaging and resolving the majority of inbound requests, maintaining strong communication with end users, and escalating issues to senior engineers when appropriate.

This is a hands-on, execution-focused position ideal for someone who is comfortable working across multiple client environments, enjoys problem-solving, and takes ownership of seeing issues through to resolution. You will work with technologies including Microsoft 365, endpoint security tools, user access management, and business-critical applications, while contributing to documentation and process improvement.

This role plays a critical part in maintaining service quality, reducing noise for the engineering team, and ensuring that issues are resolved efficiently and correctly. It is also a key development position for those looking to grow into more advanced technical roles over time.

WHY WORK FOR US?

We are a 57 year old, 3rd generation family run business providing technology solutions to small and medium organizations across Pennsylvania. We pride ourselves on being a long-term partner to our clients - not just a help desk.

Our team supports organizations across state and local government, nonprofits, and professional services, delivering managed IT services, cybersecurity, business communications, and structured cabling solutions. We invest heavily in doing things the right way: documented standards, secure configurations, and proactive maintenance-not shortcuts.

PRIMARY RELATIONSHIPS:

• Internal Department / Teams: Service
• External Relationships: Clients & Vendors
• Reports to: Service Manager

Core Responsibilities

• Serve as the first line of support for client IT issues, responding quickly and resolving the majority of tickets independently
• Troubleshoot and support Microsoft 365 environments, including user accounts, email, and access management
• Handle onboarding and offboarding of users, including account setup, permissions, and workstation deployment
• Monitor and respond to endpoint security alerts, assist with basic incident response, and support MFA and device security
• Provide hardware and workstation support, including troubleshooting desktops, laptops, and peripherals
• Support access management across Active Directory, file shares, VPN, and business applications
• Coordinate with third-party vendors to resolve application and system issues when needed
• Maintain clear, timely communication with clients throughout the support process
• Document all work accurately and contribute to internal knowledge base and standard procedures
• Escalate more complex issues to Level 2 engineers with complete documentation and context
• On-Site client support as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * Associate degree in Information Technology, Computer Science, or related field required

• Bachelor's degree preferred
• Equivalent combination of education and demonstrated experience will be considered

Required Experience

• Customer service: excellent professional verbal and written communication with non-technical end users
• 2-4 years of relevant technical support experience in a help desk or MSP environment
• Microsoft 365 administration: user accounts, Exchange Online, Teams, SharePoint, and licensing
• Active Directory: user/group management, GPO application, and OU organization
• Endpoint security tools: familiarity with EDR platforms (SentinelOne, CrowdStrike, or equivalent)
• Email security/filtering platforms: administration and end-user support
• Hardware troubleshooting: desktops, laptops, printers, and peripherals
• Remote access tools: RDP, VPN configuration, and remote support platforms
• Ticketing systems: proficient use and documentation discipline (ConnectWise, Autotask, or equivalent)
• MFA tools: setup, troubleshooting, and user support (Duo, Microsoft Authenticator, or equivalent)
• Types at least 40 WPM
• Proficient MS Office experience

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Preferred Certifications

• CompTIA A+ (required or in progress at hire)
• CompTIA Network+
• Microsoft 365 Certified: Fundamentals (MS-900) or Modern Desktop Administrator (MD-102)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
• ITIL Foundations (nice to have)

Preferred Technical Experience

• Experience in a multi-client MSP environment
• Familiarity with email security platforms & best practices
• BitLocker administration and key recovery
• Basic PowerShell scripting for M365/AD administration
• Backup solution familiarity (Datto)
• Firewall/networking basics: Cisco Meraki, SonicWall, or equivalent (understanding, not configuration)
• VoIP system support basics
• Microsoft Azure, Intune, and Defender familiarity
• Help desk: 2 years
• Active Directory: 2 years
• M365 admin: 2 years
• Ticketing system: 2 years
• Hardware troubleshooting: 2 years, * Are you comfortable working in a fast-paced environment where you may be managing 10-20+ open tickets simultaneously?, * Level 1 Help Desk: 2 years (Preferred)

401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance