Help Desk Technician

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments. This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily - from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems. What You Will Do

• Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets

• Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications

• Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed

• Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive - including user provisioning, mailbox management, and license assignments

• Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events

• Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting

• Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team

• Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

• 1-3 years of experience in a help desk, IT support, or MSP environment

• Strong knowledge of Windows 10/11, Windows Server 2016-2022, Active Directory, Group Policy

• Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra ID)

• Solid understanding of networking fundamentals - TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi

• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage)

• Excellent customer service skills - you are patient, clear, and professional with non-technical users

• Ability to prioritize and manage multiple open tickets in a fast-paced environment

• Reliable transportation for onsite visits

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification

• Microsoft certifications (MS-900, AZ-900, MD-102)

• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)

• Familiarity with backup solutions (Datto, Veeam, Axcient)

• PowerShell scripting experience

• Competitive salary based on experience

• Certification reimbursement and study time

• Health, dental, and vision insurance

• 401(k) with company match

• Structured career path from Help Desk * Systems Engineer * Senior Engineer

• Supportive team environment with mentorship from experienced engineers

Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.