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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.
Responsibilities
- 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
Requirements
- 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
Skills
- Windows 10/11
- Windows Server 2016–2022
- Active Directory
- Group Policy
- Microsoft 365 administration
- Exchange Online
- Teams
- SharePoint
- OneDrive
- Azure AD/Entra ID
- TCP/IP
- DNS
- DHCP
- VPN
- VLANs
- Wi-Fi
- RMM tools
- Kaseya
- Datto
- ConnectWise Automate
- PSA ticketing systems
- ConnectWise Manage
- Customer service
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- MS-900
- AZ-900
- MD-102
- EDR/XDR platforms
- SentinelOne
- CrowdStrike
- Backup solutions
- Veeam
- Axcient
- PowerShell scripting
Location
- Poughkeepsie, NY
Work Type
- Full-Time
- Onsite
Experience Level
- 1-3 years
Education Level
- CompTIA A+
- Network+
- Security+
- MS-900
- AZ-900
- MD-102
Salary/Compensations
- Competitive salary based on experience
Benefits
- 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
About the Company
- 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.
Equal Opportunity
- Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.