Help Desk Engineer

The Help Desk Engineer role at CMIT Solutions NYCE is a front-line support position within a multi-client Managed Service Provider environment in New York, NY. You will work onsite at the firm’s NYC locations (Tribeca and Woodside/Queens) and support end users while assisting with junior systems administration tasks. The day-to-day focus is resolving tickets efficiently, escalating complex issues with complete context, and keeping client communication clear throughout each ticket lifecycle.

What you’ll do

• Triage and resolve help desk tickets covering hardware, software, access, and connectivity issues.
• Independently handle common end-user problems and take ownership of moderately complex cases that require broader troubleshooting, stronger documentation, or coordination across tools and client environments.
• Close escalations assigned by the Help Desk Manager or Dispatcher.
• Flag recurring issues and contribute to process improvements or knowledge base updates.
• Support onboarding and offboarding tasks such as account creation, access provisioning, and device setup.
• Handle password resets, MFA troubleshooting, and routine permissions updates according to internal standards.
• Manage user accounts across Active Directory, Azure AD, Microsoft 365, JumpCloud, and Okta as applicable.
• Set up and support laptops and desktops, including configuration, imaging, and deployment.
• Support common productivity applications including the Microsoft 365 suite.
• Assist with patching, compliance checks, and standard endpoint configurations using Kaseya DRMM and Intune.
• Perform entry-level systems administration tasks under guidance, escalating work that requires advanced decisions related to servers, networking, security, cloud, or architecture to senior engineers.
• Support light server and cloud environment tasks as directed by Level 3 or Level 4 engineers.
• Escalate complex server, networking, or cloud issues with full context and documentation.
• Maintain accurate tickets throughout their lifecycle, including all attributes, time entries, and next steps.
• Prioritize multiple requests and meet expected response and resolution times.
• Record time accurately and in real time with full documentation of work performed.
• Contribute to knowledge base articles, checklists, and process documentation.
• Provide clear English communication and translate technical steps into plain language for non-technical users.
• Communicate status and timelines clearly to clients and internal stakeholders.
• Know when to escalate vs. resolve, escalating with complete context and documentation.
• Must complete ticket entries daily with full documentation of work performed.

Tools and technical focus

• MSP support and PSA: Autotask (primary PSA platform), IT Glue or equivalent.
• Productivity: Microsoft 365, Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint, Microsoft 365 admin.
• Identity and access: Active Directory, Azure AD, JumpCloud, Okta, MFA.
• Endpoint and device management: Microsoft Intune, Kaseya DRMM.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN.

Requirements

• Prior experience in help desk or IT support, or equivalent hands-on troubleshooting experience.
• Demonstrated ability to resolve common end-user issues independently.
• Exposure to systems administration tasks such as account provisioning, endpoint management, and basic networking.
• Managed Service Provider (MSP) experience preferred.
• Kaseya DRMM or similar RMM platform familiarity preferred.
• Two-year degree or equivalent required.
• Relevant certifications include CompTIA A+, CompTIA Network+, and Microsoft MS-900.
• Must reside within commuting distance of and be able to work from both the Queen and Tribeca offices (onsite).
• Must be able to travel to client sites as needed.
• Must be able to work in-person five days a week out of the Tribeca and Queens locations.

Schedule, location, and pay

• Schedule: Full-time, Monday through Friday, standard business hours.
• Location: Office-based onsite role in NYC (Tribeca and Woodside/Queens); in-person.
• Travel: Client site travel as needed.
• After-hours: Occasional after-hours availability may be required.
• Pay: $45,000 to $60,000 per year.