Help Desk Technician
- Compensation
- Not disclosed
- Location
- Oneonta, United States
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 1+ years
- Category
- It support
- Posted
Skills
Nice to have
- CompTIA A+, Network+, or Security+ certification
- Microsoft certifications (MS-900, AZ-900, MD-102)
- Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
- Familiarity with backup solutions (Datto, Veeam, Axcient)
- PowerShell scripting experience
Full description
Help Desk Technician — Brightworks IT
Location: Oneonta, NY | Type: Full-Time
About Brightworks IT
Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.
About the Role
We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments.
This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily — from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems.
What You Will Do
- Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), 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 thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed
- Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments
- Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events
- Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting
- Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team
- Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations
What You Bring
- 1–3 years of experience in a help desk, IT support, or MSP environment
- Strong knowledge of