Help Desk Technician

Help Desk Technician Brightworks IT

Location: Poughkeepsie 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

• 13 years of experience in a help desk IT support or MSP environment
  
• Strong knowledge of Windows 10/11 Windows Server 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.