IT Service Desk Technician

Position: IT Service Desk Technician

Location: Buffalo, NY

Compensation: $50,000 - $60,000

What We Are Looking For

We’re seeking an experienced IT Service Desk Technician who can use their technological skills to improve efficiency. The Service Desk Technician is the primary support contact on the IT Service Desk to assist customers with incident resolution and service request management. In this role, they will provide a positive customer service experience assisting users who have difficulty with IT managed devices, products, and services. They will ensure all user issues and requests are properly logged, categorized, and diagnosed. Prompt resolutions will be sought through documented procedures and workarounds, and through collaboration or escalation to higher support tiers and vendors when needed.

What Will You Do

- Primary support contact for customer requests and issues requiring IT involvement.

- Responsible for identification, logging and categorization of all end user requests and incidents related to IT products and services.

- Accountable for detailed troubleshooting and information gathering via customer conversations, log reviews, internet research, etc.

- Liaison between end users and technical teams to triage and gather additional information as required to help determine root cause of reported incidents.

- Escalate issues and requests to higher level technical and application support tiers when unable to resolve requests using available tools or documentation.

- Evaluate and respond to alerts from IT networking and system monitoring tools.

- Prompt resolution of requests and issues using held knowledge, following Standard Operating Procedures or Known Error resolutions and workarounds, via phone, email and in person.

- Support end user usage of company hardware devices, including laptop and desktop computers, printers, cell phones, tablets, scanners, and other business-related devices.

- Support end user usage of company desktop and mobile software including Windows operating systems, Microsoft 365 Business and collaboration applications, ERP and CRM platforms.

- Laptop and desktop configuration and deployment.

- User management, including on-boarding and off-boarding, lifecycle account management including password resets, account unlocks, access management, software licensing, Active Directory changes.

- Preparing training manuals and FAQ materials for easy-access end-user guidance on IT services.

- Document procedures and knowledge in the IT Knowledge Base.

- Looks for opportunities for operational improvements and makes recommendations to optimize IT performance or prevent future problems.

- Communication to end users during major outages, planned maintenance and other information relays when required.

- Ensures agreed upon SLA's are continually met and/or exceeded.

- Periodically support user’s after-hours as part of the IT after-hours support rotation

What You Will Need

- Bachelor’s degree or equivalent work experience. Degree in Information Systems, Computer Science or related field a plus

- Proficiency with Microsoft Windows 10/11 operating system, productivity desktop software. Experience with Microsoft 365 products a plus.

- Experience supporting Microsoft Dynamics D365, Microsoft Dynamics NAV, Epicor P21 or Service Titan a plus.

- Must be able to work well in a fast-paced, diverse environment.

- A positive customer-first attitude with a drive to help the business achieve its goals.

- Commitment to integrity and ethical behavior

- Team player able to work with associates at all levels.

- Prolonged periods sitting at a desk and working on a computer.

- Must be able to lift up to 10 pounds at times.

What We Offer

- Competitive compensation package

- Generous medical insurance offerings

- Dental and vision plans

- Company-paid life insurance

- Company-paid short-term disability

- 401(k) with company match

- Health savings accounts

- Generous Paid Time Off policies

- 7 paid holidays

- Employee and family assistance program

- Company-paid training

- Safety incentives

- Years of service incentives