Help Desk Technician - Path to Senior Engineer (MSP)

Brightworks IT; United States; On-site; USD 45,000 - 70,000; Full time

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

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