Information Technology (IT) Helpdesk Technician

FeedMore WNY Foundation, Inc.•Buffalo, NY

1d•$23 - $28•Hybrid

About The Position

The IT Helpdesk Technician serves as the first point of contact for technical support across the organization. This role is responsible for troubleshooting hardware, software, and basic network issues, responding to support requests, and ensuring employees can perform their work with minimal disruption.

Requirements

Associate degree in Information Technology or related field preferred, or equivalent combination of education and experience
1+ year of experience in an IT helpdesk or technical support role (or equivalent education/experience)
Familiarity with Active Directory and user access management
Strong problem solving and analytical skills
Excellent communication, customer service, and interpersonal skills
Ability to work both independently and collaboratively within a team
Willingness to learn and adapt to new technologies
Strong knowledge of Windows operating systems
Participates in an after-hours on-call rotation to provide remote emergency IT support for staff and respond to critical system, network, and user issues as needed.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Strong organizational and documentation skills with the ability to manage multiple priorities
Experience supporting remote users and cloud-based platforms (Microsoft 365, Google Workspace)
Experience with network infrastructure (wireless Access Points, switches, firewalls)
Experience supporting audio/video equipment and conference room technologies

Nice To Haves

Relevant IT certifications (CompTIA, Microsoft)

Responsibilities

Serve as the primary point of contact for IT support requests via phone, email, or ticketing system
Troubleshoot and resolve issues related to desktops, laptops, printers, conferencing equipment, and peripherals
Support operating systems, office productivity tools, and common business applications
Diagnose basic network, VPN, and connectivity issues
Set up, configure, and maintain user accounts, hardware, and software
Escalate complex issues to higher-level support person(s) when necessary
Document incidents, solutions, and procedures
Adhere to IT policies, security standards, and best practices
Communicate clearly and professionally with users of varying technical skill levels
Travel between WNY locations as needed
Provide support to IT team with additional duties and projects as assigned
Assist with all mission work as needed and requested with some or no prior notice including, but not limited to, serving as a truck spotter, helping with Farm Market/Community Garden/Freight Farms/on and off-site food distributions, preparation of meals and serving home-delivered meals.
Assist with other duties and projects as requested.