Help Desk Technician — MSP Support & Growth Path

BrightWorks IT; City of Poughkeepsie (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Certification reimbursement

Health, dental, and vision insurance

401(k) with company match

Career development path

Mentorship

Job summary

Brightworks IT in Poughkeepsie, NY is seeking a Help Desk Technician to join our front-line support team. You will be the first point of contact for managed services clients, providing remote and onsite support across Windows, Microsoft 365, and network environments.

This hands-on role requires troubleshooting, documenting issues, and collaborating with senior engineers within an SLA-driven framework. If you enjoy helping non-technical users and want a clear career path from Help Desk to Systems

Qualifications

• Minimum 1–3 years of help desk or MSP experience.
• Strong knowledge of Windows and Microsoft 365.
• Ability to document steps and manage tickets effectively.
• Reliable transportation for onsite visits.

Responsibilities

• Provide Tier 1/2 support via phone, email, and ticketing system (ConnectWise Manage).
• Troubleshoot Windows workstations/servers, Office 365, AD, networking, printers, VPN.
• Document all work in ConnectWise with time entries and statuses.
• Administer Exchange Online, Teams, SharePoint, OneDrive including provisioning and licenses.
• Triage and respond to RMM alerts (Kaseya/Datto) for issues and security events.
• Perform onsite work for deployments and troubleshooting at client sites.
• Follow security policies and escalate potential incidents to SOC.

Skills

Windows 10/11

Windows Server 2016-2022

Active Directory

Group Policy

Microsoft 365 administration

Networking fundamentals

Customer service skills

Ticket/ITSM

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft 365 certifications (MS-900, AZ-900, MD-102)

Tools

Kaseya

Datto

ConnectWise Automate

ConnectWise Manage

Exchange Online

Teams

SharePoint

OneDrive

Job description

Brightworks IT in Poughkeepsie, NY is seeking a Help Desk Technician to join our front-line support team. You will be the first point of contact for managed services clients, providing remote and onsite support across Windows, Microsoft 365, and network environments.

This hands-on role requires troubleshooting, documenting issues, and collaborating with senior engineers within an SLA-driven framework. If you enjoy helping non-technical users and want a clear career path from Help Desk to Systems