Information Technology Help Desk Technician

Company Description

Buffalo Games is a design-driven manufacturer of award-winning party games and high-quality jigsaw puzzles, dedicated to  making life more fun and rewarding  for players of all ages. The company designs, produces, and markets its products from a self-owned and operated plant in Buffalo, NY, providing team members with a direct connection to the full product lifecycle. Buffalo Games is known for its commitment to craftsmanship and consistently high-quality standards.

Team members join a collaborative environment that values creativity, innovation, and consumer satisfaction. Working at Buffalo Games means contributing to products that bring people together and create memorable experiences.

The Information Technology Help Desk Technician is a full-time, on-site role based at Buffalo Games' facility in Buffalo, NY. This role provides day-to-day technical support to team members, including responding to help desk tickets, diagnosing hardware and software issues, and resolving problems with desktop computers, printers, and peripheral devices. The technician monitors and maintains workstations, installs and updates software, and ensures that systems comply with company standards and security best practices.

Responsibilities include documenting support requests, escalating complex issues as needed, and communicating clearly with users of varying technical skill levels. The role collaborates with other IT staff to support network connectivity, assist with onboarding and offboarding of employees, and contribute to continuous improvement of IT processes and tools.

• Candidates should possess strong Help Desk Support and Technical Support skills, including experience handling user tickets and providing timely resolutions.
• Candidates should possess skills in Desktop Computers and Troubleshooting, with the ability to diagnose and repair hardware and software issues on Windows-based systems.
• Candidates should possess Printer Support skills, including setup, configuration, maintenance, and troubleshooting of networked and local printers.
• Relevant qualifications include familiarity with basic networking concepts, operating systems, and common office productivity applications.
• Strong communication, customer service, and problem-solving abilities, with a focus on clear, respectful interaction with users.
• Ability to prioritize tasks, work on-site in a manufacturing environment, and collaborate with cross-functional teams.

• Provide Tier 1 and Tier 2 support for technical issues, ensuring resolution or escalating to Tier 3/environment administrators when necessary.
• Offer end-user support to improve Windows, Office, and ERP functionality on PCs and Macs, including regular updates to users on ticket status.
• Document corporate IT environment, ticket resolutions, and processes to maintain up-to-date technical records.
• Deliver technical IT support to individual and multi-user setups, including installation, configuration, and troubleshooting.
• Deploy end-user computers using Microsoft Intune and other IT deployment tools.
• Write and maintain thorough documentation for corporate processes and issue resolutions.
• Install and update software on end-user devices.
• Participate in IT projects, contributing to business process improvements across functional areas.
• Communicate technical issues and resolutions effectively with team members and stakeholders.

• Experience:
• Minimum of 2 years' experience in a help-desk environment.
• Experience supporting IT in a business environment (2+ years preferred).
• Familiarity with mid-sized IT environments is a plus.
• Technical
  
  Skills:
• Proficiency with Windows and Microsoft Office.
• Knowledge of MacOS is preferred but not required.
• Experience with tools like Datto RMM, Microsoft Intune, and the Atlassian Product Suite.
• Ability to troubleshoot and support ERP systems.
• Soft Skills:
• Strong verbal and written communication skills.
• Excellent multitasking and time management abilities.
• Willingness to learn and adapt to changing business needs.
• Ability to work onsite as required.

This role provides a unique opportunity to develop your IT expertise in a collaborative environment. You'll gain hands-on experience with a variety of technologies while contributing to meaningful projects that improve business operations.