Senior Help Desk Engineer
Location: Port Jefferson, NY (Primarily On-site)
Company: Global Computer Systems (GCS)
Salary: $60,000–$80,000+ annually, depending on experience
About the Role:
Global Computer Systems (GCS) is seeking an experienced Senior Help Desk Engineer to join our team. We're looking for someone who can independently tackle complex technical issues, serve as a senior escalation resource, and take ownership of delivering reliable, long-term solutions across multiple client environments. Beyond day-to-day technical support, this role plays an important part in bridging the gap between project implementation and ongoing support. You'll work closely with our engineering and support teams to understand newly deployed systems, review technical documentation, and ensure a smooth transition into ongoing support. We're looking for someone who takes initiative, thinks beyond the immediate issue, and actively contributes to improving how our support team operates. This is a senior technical position, not a management role. It carries a high level of technical ownership, responsibility, and influence within the support team.
What You'll Do:- Troubleshoot and resolve complex technical issues across Windows, Microsoft 365, Active Directory, and network environments
- Serve as a senior escalation resource for the help desk team, providing guidance and assistance with advanced troubleshooting
- Help transition newly implemented systems and projects into ongoing support by reviewing configurations, technical documentation, and system designs
- Identify recurring issues across client environments, perform root cause analysis, and implement long-term solutions
- Take ownership of complex and high-priority support tickets from initial investigation through resolution
- Troubleshoot advanced networking issues involving DNS, DHCP, VPNs, firewalls, and connectivity
- Investigate and remediate endpoint security alerts, backup failures, and monitoring notifications
- Contribute to internal improvements involving support workflows, documentation standards, and service delivery
- Maintain accurate technical documentation and knowledge base articles
- Communicate effectively with clients, providing clear updates and technical guidance
- Participate in an on-call rotation for after-hours emergency support as needed
Qualifications:- 5+ years of experience in IT support, help desk, or systems administration roles
- Previous experience working for a Managed Service Provider (MSP) strongly preferred
- Strong hands-on experience supporting Windows workstations, servers, and Microsoft 365 environments
- Solid understanding of Active Directory, Microsoft Entra ID, user management, and authentication troubleshooting
- Strong understanding of networking fundamentals, including DNS, DHCP, VPNs, VLANs, and firewall concepts
- Experience with endpoint security platforms, backup solutions, and Remote Monitoring and Management (RMM) tools
- Familiarity with virtualization platforms, such as Hyper-V or VMware, is a plusExperience with firewalls, particularly Fortinet or Cisco Meraki, is a plusExperience with NinjaOne RMM and Connect
- Wise Manage is a plus
- Strong troubleshooting, documentation, and problem-solving skills
- Excellent communication skills and a professional approach to client interactions
- Ability to work independently, manage competing priorities, and thrive in a fast-paced MSP environment
Benefits & Perks:- Paid Time Off (PTO)
- Paid holidays
- Comp time for eligible after-hours support 401(k) plan with company contribution
- Profit sharing program
- Health insurance options
- Hybrid flexibility with work-from-home opportunities
- Opportunities for professional development and long-term career growth
- Collaborative work environment with an experienced engineering and support team
- About Global Computer Systems
Global Computer Systems (GCS) is an established Managed Service Provider based in Port Jefferson, New York. Since 1996, we've helped businesses throughout Long Island, New York City, and the surrounding region manage, secure, and optimize their technology environments.
We provide comprehensive IT solutions, including managed IT support, cybersecurity, cloud services, networking, infrastructure, and backup and disaster recovery. We work with industry-leading technologies from Microsoft, CrowdStrike, Proofpoint, Fortinet, Veeam, and others.
At GCS, we take pride in building long-term relationships with our clients, solving challenging technical problems, and delivering dependable IT services. We're looking for people who share that commitment and want to grow with our team.
