Level I Helpdesk Technician

Helpdesk Level 1 Technician

Acture Solutions is seeking a motivated and service-oriented Helpdesk Level 1 Technician to join our team in Niskayuna, NY. This role serves as the first point of contact for public education sector staff and student users, providing critical day-to-day technical support. If you enjoy troubleshooting, working with technology, and helping people, this is a great opportunity to grow your IT career in an education environment.

• Respond to and resolve Tier 1 helpdesk tickets via phone, email, and ticketing system (Autotask/Kaseya)
• Provide technical support for internal staff and external clients across multiple environments
• Troubleshoot hardware, software, networking, and Microsoft 365 / Azure AD issues
• Escalate complex issues to Tier 2/3 engineers with clear and thorough documentation
• Assist with user onboarding/offboarding, account setup, and access management
• Support workstation setup, imaging, and basic device configuration
• Maintain and update internal documentation, knowledge base articles, and standard operating procedures

• High School Diploma or GED required
• Associate's degree in a computer-related field or equivalent experience preferred
• Familiarity with Windows environments, Microsoft 365, and Active Directory
• Strong written and verbal communication skills
• Ability to manage multiple support requests in a fast-paced environment
• Customer-focused mindset with a willingness to learn and grow

• Basic knowledge of Windows 10/11, Microsoft 365, and Azure Active Directory
• Exposure to ticketing systems and remote support tools
• Understanding of basic networking concepts (DNS, DHCP, VPN)
• Experience with Autotask PSA, Kaseya, or Datto RMM is a plus
• Ability to prioritize tasks and resolve issues efficiently

Acture Solutions Inc. is a trusted IT Managed Service Provider (MSP) delivering secure, scalable technology solutions. We partner with organizations to enhance operations, cybersecurity, and long-term growth through exceptional service. At Acture Solutions, we don't just support IT—we support people. We are committed to professional growth, meaningful work, and a collaborative environment where your contributions matter.

• Salary range: $40,000–$50,000 (based on experience)
• Medical, dental, vision, 401(k), and Employee Assistance Program
• 13 paid holidays and generous paid time off
• A culture that values collaboration, respect, and impact

Ready to get started? If you're passionate about technology, enjoy helping others, and want to build your IT career, we encourage you to apply.

A valid driver's license, fingerprinting, and background check are required.