Help Desk Technician

Help Desk Technician — Brightworks IT

Location: Oneonta, NY | Type: Full-Time

About Brightworks IT

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.

About the Role

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
  

What You Bring

• 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
  

What We Offer

• 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.