IT Help Desk Technician I

Centivo•Buffalo, NY

1d•$28 - $30•Onsite

About The Position

The IT Help Desk Technician serves as a key point of contact for team members, providing both remote and in-person technical assistance while engaging regularly with internal staff across the organization to resolve issues and support day-to-day technology needs. This position supports desktop computers, applications, and related technology, including specification, installation, and testing of computer systems and peripherals within established guidelines. The role also involves maintaining existing hardware, software, and systems, as well as supporting new deployments.

Requirements

Associate's degree or equivalent experience required.
Minimum of 3 years of desktop support experience with Microsoft Windows.
Minimum of 2 years of experience with Microsoft Office 365 and Entra.
2 years of experience with network and security infrastructure (VPN, firewall)
Proven organizational skills with attention to detail and follow-up
Effective written and verbal communication skills
Ability to work independently and as part of a team
Ability to prioritize and manage multiple tasks simultaneously
Comfort with ambiguity and working in environments without well-established policies and practices
Ability to solve problems with minimal direction

Responsibilities

Serve as the first point of contact for team members and partners by monitoring the ticket queue, inbox, and phone, and responding promptly and appropriately to issues and requests.
Deploy Centivo equipment, including laptops and accessories, to new and existing team members, and manage asset recovery following team member departures.
Provide account setup and onboard new employees, both in office and remotely.
Document all requests and incidents thoroughly and in a timely manner using the IT ticketing system.
Diagnose, research, and resolve Level 1 technical support issues; escalate Level 2 and Level 3 issues.
Partner with the outsourced IT partner to carry out system upgrades, including service enhancements, certificate renewals, hot fixes, and security configurations.
Create, modify, and maintain Entra user accounts, and configure permissions for groups, mailboxes, and other security policies.
Follow IT best practices, policies, and procedures in coordination with other functional IT areas.
Maintain the accessibility and availability of network resources, including servers, firewalls, wireless networks, email systems, and VPN appliances.
Deliver systems training and day-to-day end-user software support.
Install, repair, and maintain Centivo hardware and equipment.