What are the responsibilities and job description for the Help Desk Specialist (ConnectWise) position at Bowman Williams?
Help Desk Engineer (ConnectWise) – MSP | NYC | Hybrid
We are a fast-growing Managed Services Provider (MSP) based in New York City, providing cutting-edge IT solutions to businesses of all sizes across multiple industries. As we continue to expand, we’re looking for a Support Engineer (Tier 1 / 1.5) to join our dynamic team and play a crucial role in delivering exceptional service to our clients.
Location: NYC – Hybrid role (2-3 days onsite, rest remote)
About the Role:
This is an excellent opportunity for an early-career IT professional who is ready to take their skills to the next level. The Help Desk Engineer will be responsible for day-to-day support, troubleshooting, and issue resolution across a variety of client environments. You'll work with Windows servers, networking, Microsoft 365, and cloud technologies in a fast-paced, client-facing role. You’ll be part of a collaborative support team, working closely with senior engineers and gaining exposure to a wide range of technologies and projects.
What You’ll Do:
- Provide Tier 1 / 1.5 remote and onsite support to clients (hardware, software, networking, and cloud)
- Troubleshoot and resolve issues related to Windows OS, Office 365, printers, and basic networking (DNS, DHCP, VPNs, etc.)
- Support Microsoft 365 administration (user setup, password resets, mailbox management)
- Assist with desktop builds, workstation setups, and software installations
- Escalate complex issues to Tier 2/3 engineers as needed
- Maintain accurate documentation of issues and resolutions in the ticketing system
- Deliver exceptional customer service and ensure client satisfaction
What We’re Looking For:
- 1-2 years of experience in an IT Support or Helpdesk role (MSP experience is a must)
- Basic knowledge of Windows 10/11 and Windows Server environments
- Familiarity with Active Directory, Microsoft 365, and basic networking concepts
- Strong troubleshooting and communication skills
- Eagerness to learn and grow in a fast-paced, team-oriented environment
- Ability to work onsite at client locations within NYC as needed
Bonus Points For:
- Experience with RMM tools and PSA/ticketing systems (e.g., ConnectWise, Kaseya)
- Basic PowerShell knowledge
- Any relevant IT certifications (CompTIA A , Network , Microsoft certifications)
Perks & Benefits:
- Competitive salary annual bonus potential
- Hybrid schedule (NYC-based candidates only)
- Health, dental, and vision insurance
- 401K with match
- Paid certifications and career development opportunities
- Fun and collaborative company culture with team outings and events
Salary : $55,000 - $65,000
