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.