Senior Support Technician

Computer Task Group, Inc•Buffalo, NY

4d•Onsite

About The Position

CTG is seeking a Senior Support Technician in Buffalo, New York, to provide Level 2 technical support to internal users. The role focuses on timely, efficient, and accurate problem resolution and a high level of customer satisfaction. The technician independently diagnoses and resolves issues involving approved hardware, software, networks, and systems, collaborating with users, management, support teams, and vendors across the organization. The position includes desk-side support in the Buffalo office, PC imaging with Microsoft Autopilot, shipping equipment to new employees, assisting with security vulnerabilities and Windows updates, maintaining device and configuration records, and creating user access in accordance with audit protocols. The technician documents troubleshooting and solutions, supports Level 1 technicians, coordinates vendor service, and may participate in infrastructure testing for new systems.

Requirements

Associate degree in computer science or MIS, or equivalent experience.
Advanced knowledge of PC hardware, including Lenovo and HP.
Advanced knowledge of Microsoft Office, Microsoft Outlook, and Microsoft Edge.
Competency using Active Directory for account administration, domain access rights, and Group Policies.
Competent troubleshooting and problem-solving skills.
Competence in PC computing, network connectivity, system administration, application support, and operating systems.
Competence supporting cable modem and internet connectivity, VPN, and remote connectivity troubleshooting.
Good customer service skills, including the ability to work with frustrated users, research and correct issues, or escalate them to management.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group.

Nice To Haves

Experience in an IS Helpdesk environment.

Responsibilities

Communicate and handle Level 2 problem-solving efforts with Level 1 technicians, users, other IS support staff, and vendor technicians.
Assist Level 1 Support Technicians with Level 2 resolution and provide users with timely status feedback.
Document problems, solutions, troubleshooting steps, and corrective procedures using standard tracking tools and CTG’s ticketing system.
Maintain accurate records of hardware and device stock and CMDB data.
Create and terminate user access when requested, following audit protocols.
Perform PC imaging using Microsoft Autopilot.
Ship hardware and PCs to new employees.
Provide desk-side and Level 2 support in the Buffalo office.
Work with the Infrastructure team and users to address security vulnerabilities and Windows updates.
Work with IS Management and Infrastructure teams to handle ticket escalations.
Prioritize user inquiries based on severity.
Work with other IS personnel to determine the nature of problems and implement procedures for users.
Coordinate resolutions with other Level 2 personnel, vendors, and service companies.
Contact, schedule, and follow up with vendors for service calls and support.
Create documentation and knowledge base articles for Level 1 Helpdesk Technicians.
Possibly participate in infrastructure testing for new systems.
Perform other responsibilities and duties as assigned.