Helpdesk Engineer

WCA Technologies, Inc.; New York, Northern (NY, KY); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, Vision, Life Insurance

Job summary

WCA Technologies, Inc. is seeking a Helpdesk Engineer to deliver first-line support for hardware, software, network, and user-access issues.

You will manage tickets, assist with onboarding/offboarding, device deployments, and documentation to ensure service quality and business continuity. The role requires 2–5 years of MSP help desk experience, strong knowledge of Windows Server/OS, macOS, Office 365, Azure, Active Directory, and backup tools like Datto or Veeam.

Qualifications

• Minimum 2–5 years of Help Desk MSP experience.
• Experience with CRM Ticketing & RMM Platforms (ConnectWise preferred).
• Experience with Windows Servers, Windows OS (10/11), macOS, Hyper-V, VMware, Office 365, Azure, SharePoint Online.
• Experience with Microsoft 365 Administration.
• Experience with Active Directory and Group Policies.
• Experience with backup products such as Datto and Veeam.
• Familiarity with security products (EDR, MFA, spam filters, DNS protection).
• Understanding of basic networking concepts.
• Strong documentation and concise resolution steps.
• Able to work independently and in a team; multitask effectively.
• Excellent verbal and written communication; strong time management.
• Attention to detail and sense of urgency.

Responsibilities

• Assist Help Desk with dispatch/scheduling and escalate to Level 1/2 as needed.
• Provide Level 1 end-user support remotely or onsite.
• Maintain knowledge base with resolutions, topologies, and guides.
• Monitor alerts from RMM tools and backups.
• Assist with installation and troubleshooting of applications and hardware.
• Contribute to projects involving servers, workstations, and network upgrades.

Skills

Help Desk MSP experience

CRM Ticketing & RMM Platforms

Windows Server/OS

MAC/iOS

Microsoft 365 Administration

Active Directory/Group Policies

Backup solutions (Datto/Veeam)

Security tools (EDR, MFA, DNS)

Networking basics

PowerShell scripting

Documentation & communication

Tools

ConnectWise

Datto

Veeam

Job description

The Helpdesk Engineer provides first-line technical support to clients and internal teams, resolving hardware, software, network, and user-access issues in a timely and professional manner. This role supports daily service desk operations, ticket management, troubleshooting, system administration, user onboarding and offboarding, device deployments, and documentation. The Helpdesk Engineer helps ensure technology systems operate efficiently, service requests are addressed according to established SLAs, end users receive exceptional customer service, and technical issues are resolved accurately and effectively to support business continuity and client satisfaction.

Key Responsibilities:

• Assist the Help Desk team with dispatch/scheduling and escalating support tickets as required to Level 1 & 2 technicians
• Provide Level 1 direct primary end-user support remotely or onsite as needed
• Assist with the maintenance of a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs and documentation, and improvement suggestions
• Monitor alerts from RMM tools and backups
• Assist with installation and troubleshooting of applications & hardware
• Contribute to projects involving servers, workstations and network upgrades

Qualifications and Skills:

• Minimum 2 – 5 years Help Desk MSP experience
• Experience working with CRM Ticketing & RMM Platforms, ConnectWise preferred
• Experience working with/knowledge of Windows Servers, Windows OS (10, 11), MAC iOS, Hyper-V Virtualization, VMWare, Microsoft Office applications, Microsoft Azure, SharePoint Online, AV
• Experience with Microsoft 365 Administration
• Experience with systems administration tasks, such as Active Directory, Group Policies etc.
• Experience with Backup products such as Datto, Veeam
• Familiarity with security products such as EDR, Vulnerability Management, MFA, Spam filter, DNS Protection etc.
• Understanding of basic networking concepts
• PowerShell scripting knowledge is a plus
• Ability to concisely document issues and resolution steps
• Ability to work independently and as part of a team
• Experience in managing workflow and multitasking
• Good oral/written communication skills and time management skills
• On-going knowledge of mainstream and emerging technologies
• Ability to prioritize multiple tasks in a fast-paced environment
• Self-motivated and ability to work independently and proactively
• Has excellent attention to detail and executes responsibilities with a sense of urgency
• Excellent interpersonal, organizational, communication, problem solvingskills
• Health, Dental, Vision, Life, Disability Insurance Coverage