Help Desk Engineer

WCA Technologies, Inc. is seeking a Help Desk Engineer to deliver Level 1 end-user support and help with ticket escalation, monitoring, and systems maintenance. This onsite role in New York, NY also supports knowledge base upkeep and contributes to upgrades across servers, workstations, and networks.

Role Overview

The Help Desk Engineer provides primary support for end users either remotely or onsite, assists the Help Desk team with dispatch and scheduling, and escalates cases to Level 1 and Level 2 technicians when required. The role includes monitoring alerts from RMM tools and backups, supporting application and hardware installation and troubleshooting, and contributing to server, workstation, and network upgrade projects.

Key Responsibilities

• Support Help Desk operations with dispatch and scheduling, escalating tickets as needed to Level 1 and Level 2 technicians
• Deliver Level 1 direct primary end-user support remotely or onsite based on need
• Maintain and improve a knowledge base covering issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs, documentation, and improvement suggestions
• Monitor alerts from RMM tools and backups
• Assist with installation and troubleshooting of PC and server applications and hardware
• Contribute to projects involving servers, workstations, and network upgrades

Required Qualifications

• Minimum 2 to 5 years of Help Desk MSP experience
• Experience with CRM ticketing and RMM platforms (ConnectWise preferred)
• Knowledge of Windows Servers and Windows OS (10, 11), MAC iOS, Hyper-V virtualization, VMWare, Microsoft Office applications, Microsoft Azure, SharePoint Online, and AV
• Experience with Microsoft 365 Administration
• Experience with systems administration tasks such as Active Directory and Group Policies
• Experience with backup products such as Datto and Veeam
• Familiarity with security products and concepts including EDR, vulnerability management, MFA, spam filters, and DNS protection
• Understanding of basic networking concepts
• PowerShell scripting knowledge is a plus
• Ability to document issues and resolution steps concisely
• Ability to work independently and as part of a team
• Capability to manage workflow and multitask
• Strong oral and written communication skills and time management
• Ongoing knowledge of mainstream and emerging technologies

Technologies You May Use

• 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
• PowerShell

Compensation and Job Details

• Job Type: Full-time
• Salary: USD 65,000 to 80,000 per year
• Location: New York, NY (onsite/in person)
• Minimum Experience: 2 years

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance