Help Desk Technician

BrightWorks IT; Vernon (CT); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Certification reimbursement

Job summary

Brightworks IT is seeking a Help Desk Technician to support a diverse client base with Windows, Microsoft 365, and network issues. You will handle Tier 1/2 tickets, perform on-site visits, and contribute to documentation while upholding security policies.

The role requires 1–3 years in IT support within an MSP or similar environment, with a focus on customer service and strong troubleshooting skills. On-site travel and CT-based work are expected.

Qualifications

• 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 — patient, clear, and professional with non-technical users.

Responsibilities

• Provide Tier 1/Tier 2 Support: respond to inbound service requests via phone, email, and ticketing system, 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 in ConnectWise, maintain time entries, update statuses, and elevate when needed.
• Support Microsoft 365: administer Exchange Online, Teams, SharePoint, OneDrive — provisioning, mailbox management, license assignments.
• Monitor & respond to alerts: triage RMM alerts for disk, CPU, memory, backup failures, and endpoint security events.
• Perform onsite work: travel to client sites for hardware deployments and hands-on troubleshooting.
• Follow security protocols: adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to SOC.
• Contribute to documentation: update IT Glue and internal knowledge base with solutions and configurations.

Skills

Windows 10/11

Windows Server 2016–2022

Active Directory

Group Policy

Microsoft 365 administration

Exchange Online

Teams

Networking fundamentals

RMM tools (Kaseya, Datto)

ConnectWise Manage

Customer service

Ticketing/documentation

Onsite travel

PowerShell scripting

Tools

ConnectWise Manage

Kaseya

Datto

ConnectWise Automate

Job description

About the Role

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.

Help Desk Technician — Brightworks IT

Location: Vernon, CT | 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.

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 elevate 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.