Service Desk Analyst

Be part of an organization that values your contributions

When you join Synergy, you’re joining a group of people who care about each other, take pride in their work, and believe that success is best when it’s shared.

Position: Service Desk Analyst I (Mon-Fri 7AM - 4PM or 8AM - 5PM)

Location: Buffalo, NY

Remote Status: Hybrid

Job : 171

# of Openings: 1

Employee ownership is at the heart of Synergy. Every team member is more than just an employee. They’re an owner, a contributor, and a driver of our collective success. This shared commitment fuels our innovation, strengthens our collaboration, and empowers us to deliver exceptional solutions to our clients.

What You'll Do?

Our Service Desk Analyst I provides effective diagnostic evaluation of end‑user needs and, in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the clients’ satisfaction. Resolution includes identifying, researching, and resolving technical problems, timely responses to phone calls and email requests for technical support. This position also requires accurate documentation and tracking and monitoring the problem to ensure a timely resolution.

The Analyst I takes the initial inquiries via phone or email and troubleshoots relatively simple hardware, software or network problems. Responsibilities are to service phone and email requests to exceed customer expectations and to recognize and escalate more difficult problems to Service Desk Analyst II. This role may have a schedule of 7AM - 4PM or 8AM - 5PM, Monday - Friday.

Being open to either time slot is required.

What You'll Bring?

• 1-2 years of experience in a Help Desk environment preferred.
• Excellent oral and written communications.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Logical, analytical, technical trouble shooting skills.
• Knowledge and experience of customer service practices.
• Knowledge of Active Directory and Microsoft Exchange preferred.
• Knowledge of mobile devices, including Apple and Android devices.
• Knowledge of Microsoft 365 and Microsoft Azure Admin portal.
• Display a sense of urgency.
• A+ certification preferred.
• Ability to work Monday - Friday from either 7AM - 4PM or 8AM - 5PM.

You’ll be part of a collaborative, mission‑driven team dedicated to delivering exceptional service and innovative solutions to the clients that shape our communities.

• Employee Stock Ownership Plan (ESOP)
• Supplemental Insurances
• 401(k)
• Paid Time Off
• Floating & Observed Holidays
• HSA (Health Savings Account)
• Life insurance
• Mileage/Travel Reimbursements
• Cell Phone Reimbursement
• Certification & Training Reimbursements
• Dog friendly workplace!