Support Help Desk Technician

Acara • Buffalo, NY

306d • $60,500 - $70,000

About The Position

Acara Solutions is seeking a Support Help Desk Technician in Buffalo, NY! This position is a direct hire opportunity with a schedule of Monday-Friday, 100% onsite between 8AM to 5PM. The salary range for this role is $60,500-70,000K, with flexibility based on experience.

Requirements

• Associate's degree or an equivalent combination of education and relevant experience preferred.
• 10+ years of experience in Helpdesk operations or Call Center Support for Windows-based systems.
• Expert knowledge of desktop software, including Microsoft Intune, Autopilot, Windows 10, Microsoft Office Suite, ticketing software, antivirus solutions, Adobe Acrobat, and printing.
• Experience with enterprise Office 365 in a hybrid federated deployment, including Azure Active Directory Services, Exchange, SharePoint, OneDrive, and Teams.
• Proficiency in writing and executing PowerShell scripts.
• Strong understanding of iOS and Android device configuration.
• In-depth knowledge of TCP/IP, DNS, and LAN/WAN networks.
• Familiarity with the Software Development Life Cycle (SDLC)

Responsibilities

• Provide technical assistance to all associates, including executives, ensuring seamless use of business computers and networks.
• Build, install, service, and repair business computers and software.
• Create, maintain, update, deploy, and remove device management policies using Microsoft Intune and Autopilot.
• Connect business computers and peripherals to existing data networks.
• Serve as a liaison with third-party vendors to ensure system and network compatibility.
• Communicate business needs and provide recommendations for software and hardware purchases.
• Support the adoption of best-in-class tools and technologies.
• Diagnose and resolve complex hardware and application issues.
• Escalate tickets requiring additional support from developers or third-party vendors.
• Utilize remote support tools and on-site visits to address incidents.
• Identify and analyze trends in recurring application issues.
• Deploy approved software updates, verifying licensing requirements and prerequisites.
• Ensure successful installation and functionality of deployed software.
• Maintain expertise in software delivery tools and contribute to establishing desktop standards.
• Maintain and update knowledge base documentation.
• Mentor and train junior technicians on troubleshooting and procedural best practices.
• Research nonstandard software requests and provide informed recommendations.
• Perform daily ticketing activity reports and ensure proper categorization of incidents.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree