Information Technology; IT Helpdesk Technician

Overview

The IT Helpdesk Technician serves as the first point of contact for technical support across the organization. This role is responsible for troubleshooting hardware, software, and basic network issues, responding to support requests, and ensuring employees can perform their work with minimal disruption.

• Serve as the primary point of contact for IT support requests via phone, email, or ticketing system
• Troubleshoot and resolve issues related to desktops, laptops, printers, conferencing equipment, and peripherals
• Support operating systems, office productivity tools, and common business applications
• Diagnose basic network, VPN, and connectivity issues
• Set up, configure, and maintain user accounts, hardware, and software
• Escalate complex issues to higher-level support personnel when necessary
• Document incidents, solutions, and procedures
• Adhere to IT policies, security standards, and best practices
• Communicate clearly and professionally with users of varying technical skill levels
• Travel between WNY locations as needed
• Provide support to IT team with additional duties and projects as assigned

• Associate degree in Information Technology or related field preferred, or equivalent combination of education and experience
• 1+ year of experience in an IT helpdesk or technical support role (or equivalent education/experience)
• Familiarity with Active Directory and user access management
• Strong problem solving and analytical skills
• Excellent communication, customer service, and interpersonal skills
• Ability to work both independently and collaboratively within a team
• Willingness to learn and adapt to new technologies
• Strong knowledge of Windows operating systems
• Participates in an after-hours on-call rotation to provide remote emergency IT support for staff and respond to critical system, network, and user issues as needed
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Strong organizational and documentation skills with the ability to manage multiple priorities
• Experience supporting remote users and cloud-based platforms (Microsoft 365, Google Workspace)
• Experience with network infrastructure (wireless Access Points, switches, firewalls)
• Experience supporting audio/video equipment and conference room technologies
• Relevant IT certifications (CompTIA, Microsoft) preferred
• Physical ability to perform a range of activities such as bending, kneeling, standing, squatting, reaching, and occasional crawling; reasonable accommodations may be made to enable individuals with disabilities to perform these functions