Part-Time Information Technology Help Desk Associate

CTBK•Buffalo, NY

1d•$20 - $21

About The Position

Chiampou Travis Besaw & Kershner (CTBK) is a locally owned and operated full-service accounting firm based in Amherst, NY. With over 150 talented professionals on our team, we provide businesses and high net worth individuals with assurance, accounting, tax, and business consulting services. Our clients come from a variety of industries, including manufacturing/distribution, construction, real estate, not-for-profit, healthcare, and professional services. At CTBK, we prioritize delivering professional services that exceed our clients' expectations while creating a positive and nurturing work environment for our employees. We are committed to helping our staff grow and develop successful and rewarding careers, providing challenging opportunities for personal and professional growth. As an IT Helpdesk Associate, you will work on the IT team supporting our Firm as one of the first contacts with employees who need technical assistance. Assist with various tasks and projects, oversee software and network performance daily and effectively support the firm’s environment such that technology standards and expectations are realized. Please note this position is part-time and will average around 20 to 25 hours a week.

Requirements

Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Strong troubleshooting skills across hardware, software, operating systems, and basic networking/connectivity issues.
Proficiency in software installations and upgrades.
Strong communication and interpersonal skills with a customer-first mindset and the ability to provide timely, high-quality support.
Ability to communicate clearly and confidently with end users in both one-on-one and group settings, including assisting with IT orientations and explaining technical concepts to non-technical audiences.
Ability to work both independently and collaboratively within a team.
Demonstrated problem-solving skills and a proactive approach to identifying solutions.
Ability to document work clearly and maintain accurate records within the helpdesk system.
Familiarity with IT support or a similar role, including hands-on experience diagnosing and resolving basic technical issues.
Willingness and ability to continuously learn new technologies.
Familiarity with Windows 11, mobile devices, printers, and supporting end users with common workplace technologies and applications (e.g., email, file access, collaboration tools).
Detail-oriented with strong organizational skills.

Nice To Haves

Internship, coursework, or hands-on experience in IT support or a related field.
Prior customer service experience (IT or non-IT).
Exposure to Windows Server environments, VMware, or networking equipment.
Industry certifications such as CompTIA A+, Security+, Network+, or Microsoft certifications.
Experience with a helpdesk or ticketing system (e.g., NinjaOne, ServiceNow, Jira, Zendesk).
Familiarity with Microsoft 365 applications and basic administration (Outlook, Teams, OneDrive, SharePoint), including exposure to the Microsoft 365 Admin Center (e.g., user setup, group management).
Exposure to basic scripting or automation (e.g., PowerShell)

Responsibilities

Monitor, prioritize, and respond to helpdesk tickets in a timely and effective manner.
Troubleshoot, diagnose, and resolve technical hardware, software, and connectivity issues.
Provide high-quality customer service, including clear communication and follow-up on resolved IT issues.
Ask thoughtful questions and actively listen to identify root causes and prevent recurring issues.
Coordinate with software vendors and hardware providers to troubleshoot issues, open and manage support cases, and facilitate warranty claims as needed.
Escalate complex issues to senior IT staff with clear documentation and troubleshooting steps already performed.
Follow IT security best practices and escalate potential security concerns appropriately.
Assist with workstation vulnerability management activities, including identifying, tracking, and helping remediate security vulnerabilities (e.g., patching, updates) under guidance.
Deploy and configure computer equipment, peripherals, and software updates.
Assist with onboarding and offboarding processes, including user account setup, permissions, and equipment provisioning.
Maintain accurate inventory of IT equipment, including asset tracking and recycling processes.
Create and update knowledge base articles to improve team efficiency and user self-service.
Identify trends in support requests and contribute to process improvements and documentation.
Provide support for firm-specific applications and tools, learning business workflows to better assist end users.
Actively build technical skills through hands-on experience, training, and mentorship.
Collaborate with the IT team to support new technologies and improve existing systems.
Assist with IT projects as needed, contributing to team initiatives and gaining exposure to broader IT systems and processes.
Identify opportunities to improve support processes through documentation, tools, or automation.