Technical Operations Analyst - Buffalo, NY (Hybrid)
About The Position
At PCI, we help clients operate with confidence through reliable IT support and infrastructure services. We’re looking for a motivated, customer-focused Technical Operations Analyst to join our Technical Operations team. In this role, you’ll provide front-line support across Microsoft 365 and core infrastructure services in a multi-tenant environment while building strong technical fundamentals and growing your IT career. PCI is Western New York’s leading information technology service provider. For more than 40 years, we’ve focused on core client relationships, controlled growth, and IT infrastructure support services. Our clients leverage our IT and industry expertise across cloud computing, IT-as-a-Service, IT security, and service desk support. At PCI, our mission is to provide certainty in an uncertain world—enabling our employees and clients alike to sleep better at night.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent practical or hands-on IT support experience
- Foundational knowledge of Microsoft 365 administration, identity concepts, and user access management
- Basic knowledge of Windows operating systems and networking fundamentals, including DNS and TCP/IP
- Strong troubleshooting and problem-solving skills with a structured approach
- Ability to follow documented procedures and work within defined standards
- Strong communication and customer service skills
Nice To Haves
- Experience with Intune, Entra ID, Azure, or similar cloud platforms
- Familiarity with monitoring tools, backup systems, and patching processes
- Exposure to scripting or automation tools such as PowerShell
- Experience in a managed services or multi-tenant environment
Responsibilities
- Own client issues from intake to resolution across phone, email, and ticketing systems
- Serve as a primary point of contact for client requests, communicating clearly and driving issues to closure
- Troubleshoot and resolve issues across Microsoft 365, endpoints, identity, connectivity, and desktop support
- Support onboarding and offboarding across Microsoft 365, Entra ID, and Active Directory, including account setup, licensing, and access changes
- Assist with device deployment, enrollment, configuration, and ongoing endpoint management
- Monitor alerts across endpoints, servers, backups, and cloud services and perform routine maintenance tasks
- Follow standard tools, workflows, and runbooks while identifying opportunities to improve efficiency and consistency
- Maintain accurate tickets, time entries, and documentation in line with security and change control standards
- Participate in a rotating after-hours schedule for urgent issues, patch cycles, and planned maintenance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
