Help Desk Technician: Path to Senior Engineer (MSP IT)

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

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.