IT Help Desk Engineer

Job Description

Job Description

Location: Hybrid - remote, Newington, NH office, and onsite at client locations

Reports to: Director of Operations (with day-to-day oversight from the Help Desk Team Lead)

Position Summary:

The Help Desk Engineer is responsible for providing timely, professional support to resolve day-to-day technical issues for our managed services clients.

This is a reactive, client-facing role focused on efficient issue resolution, clear communication, and delivering a consistent, high-quality client experience. The Help Desk Engineer works within established processes to manage and progress tickets, while collaborating with team members and escalating appropriately when needed.

Success in this role means resolving issues effectively, maintaining accurate and detailed documentation, and ensuring tickets are actively moved forward in alignment with team expectations around responsiveness and communication. This role plays a key part in delivering a reliable support experience for clients and enabling other service teams to focus on long-term improvements.

Strong candidates for this role are responsive, detail-oriented, and take ownership of their tickets through to resolution. They communicate clearly, follow structured processes, and recognize when to escalate issues or surface patterns that may require deeper investigation.

Primary Responsibilities:

Ticket Management & Issue Resolution

• Manage assigned tickets from intake through resolution in alignment with SLAs.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Maintain consistent progress on tickets to support team performance expectations for response time and resolution.
• Provide support via phone, email, remote tools, and occasional onsite visits.
• Maintain clear, timely communication with clients and take ownership of tickets through to resolution.
• Prioritize work effectively based on ticket urgency, impact, and age.

Documentation & Process Adherence

• Document all work performed, including troubleshooting steps and resolutions.
• Maintain accurate time tracking and ticket updates.
• Follow established team processes, workflows, and escalation procedures.
• Ensure tickets are actively progressed and updated to maintain momentum and meet team expectations around responsiveness and resolution.
• Reference and contribute to client documentation and internal knowledge base.
• Ensure documentation supports consistent and efficient service delivery.

Team Collaboration & Escalation

• Collaborate with team members to resolve complex issues.
• Escalate issues appropriately to team lead or senior engineers when needed.
• Identify recurring issues and communicate patterns that may indicate larger problems.
• Seek assistance when necessary to maintain forward momentum on tickets.
• Participate in daily huddles and team meetings.
• Contribute to continuous improvement efforts for service delivery and client experience.

Performance in this role is measured based on responsiveness, ticket resolution effectiveness, documentation quality, and adherence to established service delivery processes.

Qualifications:

Required Experience

• 1–3 years in a help desk or technical support role (MSP experience preferred).
• Experience working with:
• • Windows operating systems and business applications
  • Active Directory and Microsoft 365
  • Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Familiarity with ticketing systems and remote support tools.

Core Skills & Traits

• Strong troubleshooting and problem-solving skills.
• Clear and professional communication (technical and non-technical).
• Ability to manage multiple tickets and prioritize effectively.
• Attention to detail, especially in documentation and follow-through.
• Team-oriented mindset with a willingness to ask for help and escalate when needed.

Additional Preferred Experience

• Experience with MSP tools such as Halo, ITGlue, Datto RMM, or similar platforms.
• Relevant certifications (CompTIA A+, Network+, etc.).

This role is primarily remote and office-based, with occasional onsite client visits within a ~60-mile radius of Newington, NH when issues are best resolved in person, along with participation in an after-hours on-call rotation (approximately one full week every other month outside standard business hours of Monday–Friday, 8:30am–5:00pm).

DAYSTAR VALUES

Our Why: To positively impact and empower people, process, and organizations.

INTEGRITY

• We own our performance and follow process.
• We respect others' time.
• We are reliable and do what we say we will do.
• We do the right thing even when it is hard.
• We communicate with honesty and transparency.

EMPOWERMENT

• We respond to mistakes without blame but with a growth-mindset.
• We seek to learn from our mistakes.
• We will share our knowledge to help others grow.
• We take the initiative to grow professionally.
• We will coach / guide teammates instead of taking over.

BALANCE

• We proactively support and manage work-load spikes.
• We will encourage all employees to take time off.
• We will cultivate healthy boundaries to support work / personal balance.
• We utilize / develop healthy habits to reduce stress.

EXCELLENCE

• We follow and improve process and documentation.
• We create the best possible client experience.
• We cultivate optimism and focus on positive interactions and outcomes.
• We look for ways to innovate, improve process, and create efficiency.

PARTNERSHIP

• We listen to understand and meet our client’s needs.
• We actively look for opportunities to help our team.
• We look for ways to support and recognize our partners.
• We face conflict in a productive and empathetic way.
• We work as ONE in every (partner) engagement.

Company DescriptionDaystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks.

Daystar exists to help small to mid-sized businesses succeed. After two decades in the technology industry, we understand the dynamics of change. We embrace it and hope to help others in their journey as well.

Located in Newington, NH, Daystar was founded in 2000. The company is family-owned and operated by brothers Keith, Dan, and Eric Bamford. For more information on Daystar, please visit www.daystarinc.com.

Company Description

Daystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks. \r\n\r\nDaystar exists to help small to mid-sized businesses succeed. After two decades in the technology industry, we understand the dynamics of change. We embrace it and hope to help others in their journey as well.\r\n\r\nLocated in Newington, NH, Daystar was founded in 2000. The company is family-owned and operated by brothers Keith, Dan, and Eric Bamford. For more information on Daystar, please visit www.daystarinc.com.