Helpdesk Engineer: Fast, Expert IT Support for MSPs

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

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.