Senior Help Desk Engineer

To be considered, there are questions in this job posting that we require all candidates to review and answer. Please create or add the answers to your cover letter.

Bonus - If you're able to record a short video of yourself introducing yourself, please include the link in your cover letter.

Location: Remote

Company: Helix Systems – Managed IT Services

Company Overview: 

Helix Systems is a Managed Service Provider (MSP) that provides IT and cybersecurity services to small and medium businesses. We've been in business for 20 years and continue to grow.  

Our clients typically have users, and we support all their IT needs. 

Efficiency is key; we script, we automate, and we document. Working in IT shouldn't be stressful. Our clients know and believe we're here to help. We pride ourselves in investing in solutions that are easy to manage and provide industry-leading results to our clients. Tools we use daily - Kaseya, Freshdesk, Meraki (yes, full Meraki stack), Addigy, Office 365, Google Workspace, SentinelOne, Huntress, and more. 

Role Description:

Our Help Desk team prides itself on speed and precision — most service requests are resolved in under 20 minutes. In this role, you'll be the front line of support, tackling real user issues across modern IT stacks. You'll document your work clearly, resolve problems proactively, and escalate only when truly necessary.

If you're eager to build a deep technical foundation in a high-velocity, high-standards environment, this is where you do it.

Schedule & Location

We're headquartered in New York City (Eastern Time) and operate 24/7. This role is for Sat–Tue - 10:00 AM – 8:00 PM Eastern.

What You'll Be Handling Daily:

As the first point of contact for client issues, you'll own the initial troubleshooting process and resolve a broad range of support requests. Below are examples of the types of issues you'll be handling:

• Outlook problems: Crashes, failure to launch, or mailbox connectivity issues
• Password resets and account lockouts
• Multi-factor authentication (MFA): Setup support and login troubleshooting
• Printer issues: Network printer connectivity, print spooler errors, and driver-related fixes
• VPN access: Initial setup and login-related troubleshooting for basic VPN issues
• System performance: Diagnosing slowness, high CPU or disk usage, and running basic system checks
• Drive mapping failures: Missing network drives, credential mismatches, and GPO-related mapping issues
• Video conferencing (Zoom / Teams): Audio/video glitches, microphone issues, and settings resets
• Microsoft 365 & GSuite: Account access issues, sync errors with Outlook or SharePoint
• Outlook search & indexing: Troubleshooting broken indexing, cache repair
• SharePoint access & sync issues
• File access errors: Permission issues on mapped or shared drives
• Endpoint security (SentinelOne / Huntress): Basic agent install checks and triaging security alerts
• Network connectivity: Basic Wi-Fi, DNS, and connectivity diagnostics

What you'll be doing:

• Answer support calls and respond to incoming tickets through Freshdesk

• Troubleshoot and resolve common desktop, network, and application issues

• Document all actions and solutions clearly within the ticketing system

• Escalate complex or unresolved issues when necessary within 20 minutes of troubleshooting (unless action plan to resolution is shared)

• Follow standard operating procedures and maintain internal documentation

• Maintain high responsiveness and professionalism with all client interactions

• Monitor assigned tickets to ensure timely updates and resolution within SLA targets

What skills you bring:

• 3+ years working in a helpdesk or IT support role

• MSP experience strongly preferred

• Strong working knowledge of Windows 10/11 and Microsoft Office

• Comfortable using remote support tools (e.g., Kaseya, ScreenConnect, or similar)

• Experience with Microsoft 365, basic admin tasks, and SaaS troubleshooting

• Familiarity with basic AD concepts: users and groups.

• Working knowledge of networking fundamentals: IP, DNS, DHCP

• Ability to explain technical issues in plain language to non-technical users

• High standards for communication, documentation, and follow-through

• Fluent in reading, writing and speaking English is required

When applying, please answer the following questions to be considered:

Do you have MSP experience?  YES / NO

On a scale of 1-3 please rate what you know about the following (1=Never used it 2=Beginner 3=Expert)

1. Experience with RMM (remote monitoring and management) tools (Kaseya, Ninja, N-able, etc)
2. Proficient in ticketing systems(PSA) ( Connectwise, Freshdesk, Autotask, etc)
3. Office 365 Management
4. Azure
5. Active Directory
6. Hyper-V
7. Google Workspace
8. macOS

What industry certification(s) do you have? (A+, Net+, Security+, MCSA, CCNA, MCSE, etc.)

What are your compensation requirements?

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Tell us about an IT related project or experience that you're proud of.