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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** CEGSOFI-Brightworks LLC - **Location:** Vernon, CT, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Backup Devices, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Windows Servers, Networking Basics, Network Installation Services, Windows PowerShell, Azure Active Directory, Microsoft SharePoint, TCP/IP, User Provisioning Software, Virtual Local Area Networks, Wi-Fi Technology, Break Fix, Veeam, Network Server, SentinelOne Expertise - **Published:** August 29, 2026 - **Apply:** https://www.careerjet.com/job/us5d605e22003bdf1fd6b7924c6b7f19ae/eaa ## About the Role * 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 ## Description 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 ## Related Videos - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fast, Confident, and Wrong: When AI Fails at Accessibility](https://www.wearedevelopers.com/videos/100030-fast-confident-and-wrong-when-ai-fails-at-accessibility) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)