Level I Helpdesk Technician

Acture Solutions Inc•Village of Colonie, NY

3d•Onsite

About The Position

Acture Solutions is seeking a motivated and service-oriented Helpdesk Level 1 Technician to join our team in Niskayuna, NY. This role serves as the first point of contact for public education sector staff and student users, providing critical day-to-day technical support. If you enjoy troubleshooting, working with technology, and helping people, this is a great opportunity to grow your IT career in a fast-paced MSP environment.

Requirements

High School Diploma or GED required
Familiarity with Windows environments, Microsoft 365, and Active Directory
Strong written and verbal communication skills
Ability to manage multiple support requests in a fast-paced environment
Customer-focused mindset with a willingness to learn and grow
Basic knowledge of Windows 10/11, Microsoft 365, and Azure Active Directory
Exposure to ticketing systems and remote support tools
Understanding of basic networking concepts (DNS, DHCP, VPN)
A valid driver’s license and background check are required.

Nice To Haves

Associate’s degree in a computer-related field or equivalent experience preferred
Experience with Autotask PSA, Kaseya, or Datto RMM is a plus
Ability to prioritize tasks and resolve issues efficiently

Responsibilities

Respond to and resolve Tier 1 helpdesk tickets via phone, email, and ticketing system (Autotask/Kaseya)
Provide technical support for internal staff and external clients across multiple environments
Troubleshoot hardware, software, networking, and Microsoft 365 / Azure AD issues
Escalate complex issues to Tier 2/3 engineers with clear and thorough documentation
Assist with user onboarding/offboarding, account setup, and access management
Support workstation setup, imaging, and basic device configuration
Maintain and update internal documentation, knowledge base articles, and standard operating procedures