Senior Help Desk Engineer
Global Computer Systems · Port Jefferson, NY
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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 DoTroubleshoot and resolve complex technical issues across Windows, Microsoft 365, Active Directory, and network environmentsServe as a senior escalation resource for the help desk team, providing guidance and assistance with advanced troubleshootingHelp transition newly implemented systems and projects into ongoing support by reviewing configurations, technical documentation, and system designsIdentify recurring issues across client environments, perform root cause analysis, and implement long-term solutionsTake ownership of complex and high-priority support tickets from initial investigation through resolutionTroubleshoot advanced networking issues involving DNS, DHCP, VPNs, firewalls, and connectivityInvestigate and remediate endpoint security alerts, backup failures, and monitoring notificationsContribute to internal improvements involving support workflows, documentation standards, and service deliveryMaintain accurate technical documentation and knowledge base articlesCommunicate effectively with clients, providing clear updates and technical guidanceParticipate in an on-call rotation for after-hours emergency support as neededQualifications5+ years of experience in IT support, help desk, or systems administration rolesPrevious experience working for a Managed Service Provider (MSP) strongly preferredStrong hands-on experience supporting Windows workstations, servers, and Microsoft 365 environmentsSolid understanding of Active Directory, Microsoft Entra ID, user management, and authentication troubleshootingStrong understanding of networking fundamentals, including DNS, DHCP, VPNs, VLANs, and firewall conceptsExperience with endpoint security platforms, backup solutions, and Remote Monitoring and Management (RMM) toolsFamiliarity 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 ConnectWise Manage is a plusStrong troubleshooting, documentation, and problem-solving skillsExcellent communication skills and a professional approach to client interactionsAbility to work independently, manage competing priorities, and thrive in a fast-paced MSP environmentBenefits & PerksPaid Time Off (PTO)Paid holidaysComp time for eligible after-hours support401(k) plan with company contributionProfit sharing programHealth insurance optionsHybrid flexibility with work-from-home opportunitiesOpportunities for professional development and long-term career growthCollaborative work environment with an experienced engineering and support teamAbout Global Computer SystemsGlobal 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.