Help Desk Technician

Brightworks IT

United States

On-site

USD 45,000 - 70,000

Full time

4 days ago

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Benefits offered by this job

Certification reimbursement

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Career path

Job summary

BrightWorks IT is hiring a Help Desk Technician to join our front-line support team in Vernon, CT. You will be the first point of contact for managed clients, delivering remote and occasional onsite technical support across diverse IT environments.

This hands-on role includes troubleshooting, documenting solutions, and collaborating with senior engineers within a structured escalation framework. Aimed at 1–3 years in MSP environments with Windows 10/11 and M365 expertise, the position offers

Qualifications

1–3 years of experience in a help desk/MSP environment.
Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory.
Experience with Microsoft 365 administration and networking fundamentals.

Responsibilities

Provide Tier 1/2 support via phone, email, and ticketing system with SLA targets.
Troubleshoot Windows, M365, AD, networking, printers, VPN, and business apps.
Document work in ConnectWise; manage time entries and ticket statuses.
Administer Exchange Online, Teams, SharePoint, and OneDrive.
Monitor RMM alerts (Kaseya/Datto) for performance and security events.
Travel onsite for deployments and hands-on troubleshooting.
Follow security policies; assist SOC with incidents; update documentation.

Skills

Customer service

Troubleshooting

Communication

Prioritization

Onsite support

Education

CompTIA A+ / Network+ / Security+

Microsoft certifications (MS-900, AZ-900, MD-102)

Tools

Kaseya/Datto/ConnectWise Automate

ConnectWise Manage

Job description

Vernon, United States | Posted on 08/26/2026

Salary Competitive salary based on experience + certification bonuses
City Vernon
State/Province Connecticut
Country United States

About Us

BrightWorks IT is a family of MSP’s whose values are rooted in serving clients and being a part of a community. The staff members and technicians at each location are teams that have been together for decades. They collaborate daily, and are on call around the clock, to serve our client’s needs.

Our locations combined have 100’s of years of experience. We serve the law firm or doctors office next door, and we are also able to scale teams in a matter of days to meet the needs of the largest businesses with the most complex technology needs.

No matter your industry, we have the certified staff members and experience to make you, and keep you, compliant.

Our joined forces across locations and network of constantly connected technicians, allow us to serve you better and faster, and offer the services of teams of people for a fraction of the cost of one full-time IT employee.

The BrightWorks IT team of consultants, vCIO’s, vCTO’s, techs and contractors are here to help, give us a call.

Job Description

Help Desk Technician — Brightworks IT

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 elevate 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 expedite 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