Level 1 end-user support meets hands-on IT work at WCA Technologies, Inc. In this onsite Help Desk Engineer role in New York, NY, you will help keep internal users productive through timely issue resolution, ticket escalations, and proactive monitoring. Along the way, you will support installation and troubleshooting for applications and hardware, contribute to knowledge base improvements, and assist with server, workstation, and network upgrade projects.
Compensation: USD 65,000 - 80,000 per year. Job type: Full-time. Experience: Minimum 2 years.
What you’ll do
- Support the Help Desk team with dispatch and scheduling, and escalate tickets to Level 1 and Level 2 technicians as required.
- Deliver Level 1 direct primary end-user support remotely or onsite based on need.
- Maintain and improve a knowledge base including issues, resolutions, use cases, topologies, configuration guides, FAQs, documentation, and suggestions for improvement.
- Monitor alerts from RMM tools and backup systems.
- Assist with installation and troubleshooting of PC/server applications and hardware.
- Contribute to servers, workstations, and network upgrade projects.
What you bring
- 2 – 5 years Help Desk MSP experience.
- Experience with CRM Ticketing and RMM platforms, ConnectWise preferred.
- Knowledge and hands-on experience with Windows Servers, Windows OS (10, 11), MAC iOS, Hyper-V virtualization, VMWare, and Microsoft Office applications.
- Experience with Microsoft Azure, SharePoint Online, and AV.
- Experience with Microsoft 365 Administration.
- Systems administration experience such as Active Directory and Group Policies.
- Experience with backup products including Datto and Veeam.
- Familiarity with security products such as EDR, Vulnerability Management, MFA, Spam filter, and DNS Protection.
- Understanding of basic networking concepts.
- PowerShell scripting knowledge is a plus.
- Ability to document issues and resolution steps clearly.
- Comfort working independently and as part of a team, managing workflow and multitasking.
- Strong oral and written communication, time management, and commitment to staying current with mainstream and emerging technologies.
Tools you’ll work with
ConnectWise, CRM Ticketing, RMM, Windows Servers, Windows OS (10, 11), MAC iOS, Hyper-V Virtualization, VMWare, Microsoft Office applications, Microsoft Azure, SharePoint Online, AV, Microsoft 365 Administration, Active Directory, Group Policies, Datto, Veeam, EDR, Vulnerability Management, MFA, Spam filter, DNS Protection, and PowerShell.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) and retirement plan
- Paid time off
- Parental leave
- Flexible schedule
- Flexible spending account
- Professional development assistance
