Technical Operations Analyst

Requirements

Must have:

• Bachelors degree in Information Systems, Computer Science, or a related discipline, or equivalent hands‑on IT support experience.
• Solid foundation in Microsoft 365 administration, identity management, and user access control.
• Basic knowledge of Windows operating systems and networking fundamentals, including DNS and TCP/IP.
• Strong troubleshooting and analytical problem‑solving abilities with a methodical approach.
• Ability to follow documented procedures and operate within established standards.
• Excellent communication skills and a strong customer service mindset.

Preferred:

• Experience with Intune, Entra , Azure, or similar cloud‑based platforms.
• Familiarity with monitoring solutions, backup environments, and patch management processes.
• Exposure to scripting or automation tools such as Power Shell.
• Experience in a managed services or multi‑tenant setting.

• Own client incidents from initial intake through final resolution across phone, email, and ticketing platforms.
• Serve as a key contact for client requests, providing clear communication and ensuring issues are closed out.
• Troubleshoot and resolve challenges related to Microsoft 365, endpoints, identity, connectivity, and desktop support.
• Support onboarding and offboarding processes within Microsoft 365, Entra , and Active Directory, including account provisioning, licensing, and access updates.
• Assist with device rollout, enrollment, setup, configuration, and ongoing endpoint administration.
• Monitor alerts across endpoints, servers, backups, and cloud services, and complete routine maintenance activities.
• Follow standard tools, workflows, and runbooks while identifying ways to improve efficiency and consistency.
• Maintain accurate tickets, time records, and documentation in alignment with security and change control requirements.
• Participate in a rotating after‑hours schedule for urgent incidents, patching cycles, and planned maintenance.
• Collaborate with teammates and engage the appropriate resources when additional support is needed.

PCI is Western New Yorks leading information technology service provider, with more than 40 years of experience delivering IT infrastructure support and building long‑term client relationships. We help organizations operate with confidence through cloud computing, IT‑as‑a‑Service, IT security, and service desk solutions.

This is a full‑time, exempt role based in Buffalo, NY in a hybrid work arrangement, with occasional travel to client sites for support and deployments. The position offers a professional office and IT environment, requires reliable high‑speed internet and a smartphone for authentication and on‑call support, and includes a compensation range of $62,500 to $69,500. We offer an excellent opportunity for an early‑career IT professional who wants to sharpen technical skills, work with a wide range of technologies, and grow in a collaborative technical operations team.