Help Desk Technician

Job Description Help Desk Technician — Brightworks IT

Location: Los Angeles, CA |
Type: Full-Time

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.

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.

• Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (Connect Wise 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 Connect Wise, maintain accurate time entries, update ticket statuses, and elevate appropriately when needed
• Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, One Drive — 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 elevate 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

• 1–3 years of experience in a help desk, IT support, or MSP environment
• Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy
• Hands‑on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra )
• Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi‑Fi
• Experience with RMM tools (Kaseya, Datto, Connect Wise Automate) and PSA ticketing systems (Connect Wise Manage)
• Excellent customer service skills — you are patient, clear, and professional with non‑technical users
• Ability to prioritize and manage multiple open tickets in a fast‑paced environment
• Reliable transportation for onsite visits

• CompTIA A+, Network+, or Security+ certification
• Microsoft certifications (MS-900, AZ-900, MD-102)
• Experience with EDR/XDR platforms (Sentinel One, Crowd Strike)
• Familiarity with backup solutions (Datto, Veeam, Axcient)
• Power Shell scripting experience

• Competitive salary based on experience
• Certification reimbursement and study time
• Health, dental, and vision insurance
• 401(k) with company match
• Structured career path from Help Desk to Systems Engineer to Senior Engineer
• Supportive team environment with mentorship from experienced engineers

Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.