Level I Helpdesk Technician

Full Time Albany, NY, US

Salary Range: $40,000.00 To $50,000.00 Annually

Job Title: Helpdesk Level 1 Technician

Location: Niskayuna, NY

Schedule: Full-Time Mon-Fri Onsite 7a-4p with 1 hour lunch

Launch Your IT Career in a Role That Matters

Acture Solutions is seeking a motivated and service-oriented Helpdesk Level 1 Technician to join our team in Niskayuna, NY. This role serves as the first point of contact for public education sector staff and student users, providing critical day-to-day technical support. If you enjoy troubleshooting, working with technology, and helping people, this is a great opportunity to grow your IT career in a fast-paced MSP environment.

What You'll Do

Respond to and resolve Tier 1 helpdesk tickets via phone, email, and ticketing system (Autotask/Kaseya)

Provide technical support for internal staff and external clients across multiple environments

Troubleshoot hardware, software, networking, and Microsoft 365 / Azure AD issues

Escalate complex issues to Tier 2/3 engineers with clear and thorough documentation

Assist with user onboarding/offboarding, account setup, and access management

Support workstation setup, imaging, and basic device configuration

Maintain and update internal documentation, knowledge base articles, and standard operating procedures

What You Bring

High School Diploma or GED required

Associate's degree in a computer-related field or equivalent experience preferred

Familiarity with Windows environments, Microsoft 365, and Active Directory

Strong written and verbal communication skills

Ability to manage multiple support requests in a fast-paced environment

Customer-focused mindset with a willingness to learn and grow

Skills for Success

Basic knowledge of Windows 10/11, Microsoft 365, and Azure Active Directory

Exposure to ticketing systems and remote support toolsUnderstanding of basic networking concepts (DNS, DHCP, VPN)

Experience with Autotask PSA, Kaseya, or Datto RMM is a plus

Ability to prioritize tasks and resolve issues efficiently

Who We Are Acture Solutions Inc. is a trusted IT Managed Service Provider (MSP) delivering secure, scalable technology solutions. We partner with organizations to enhance operations, cybersecurity, and long-term growth through exceptional service.

Why Join Acture Solutions? At Acture Solutions, we don't just support IT—we support people. We are committed to professional growth, meaningful work, and a collaborative environment where your contributions matter.

What We Offer

Salary range: $40,000–$50,000 (based on experience)

Medical, dental, vision, 401(k), and Employee Assistance Program

13 paid holidays and generous paid time off

A culture that values collaboration, respect, and impact

Ready to Get Started? If you're passionate about technology, enjoy helping others, and want to build your IT career, we encourage you to apply.

A valid driver's license and background check are required.

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