Information Technology- Senior Support Specialist- Bufalo, NY; Hybrid) at Lawley

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Location: Buffalo, NY Type: Full Time

Lawley is adding an IT Support Specialist Senior/coordinator to our IT/applications team! This position will be responsible for providing technical knowledge and support for 650+ users in a hybrid work environment across 18 locations. This position will also oversee/coordinate the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The ideal candidate has a minimum of 5+ years of professional IT experience, MSP experience and strong leadership/mentoring skills.

Lawley is a family-owned organization with strong core values and an emphasis on work/life balance. We offer competitive health benefits, hybrid flexibility, paid parking, generous PTO and holiday time, and the ability to grow with the organization! If you are an experienced IT professional and want to join one of the best places to work in insurance, please consider applying today!

• Provide technical knowledge and support for 650+ users in a hybrid work environment across 18 locations
• Oversee the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require
• Act as a ‘go to’ resource and mentor to service-desk team for troubleshooting, systems, and related topics
• Triage incoming calls, emails, and tickets to assign to team members
• Troubleshoot/diagnose issues related to Windows OS, Microsoft 365, printers, VPN/remote connectivity, and core applications.
• Perform intermediate to advanced hardware diagnosis and repair (desktops, laptops, docks, mobile devices, peripherals).
• Support managed print systems, zoom devices, conference room equipment, and network peripherals.
• Image and deploy workstations, laptops, and phones for office and hybrid associates
• Support BYOD for mobile phones – assist users in setting up mobile applications and setup of email
• Coordinate and maintain user computer applications, hardware, and network needs with a team of IT professionals
• Design, test, and implement technology rollouts and changes for IT related projects
• Document and communicate user needs within IT workflows and utilize helpdesk software to maintain and consistently deliver a high-quality experience for users

Other functions of the job:

• Expand and grow in your role when supporting miscellaneous duties as requested

• Minimum of 5 or more years of IT professional experience, previous MSP experience preferred
• Prior experience in project management / implementation rollouts required
• Leadership experience or experience acting as a senior ‘go-to’ member of an IT team preferred
• Experience installing, upgrading, troubleshooting and repairing networked computers
• Expert knowledge of computer applications (Microsoft Office, Adobe, Windows OS, Edge, Chrome, Exchange online etc.), helpdesk software, anti-virus, remote-control software, and Azure preferred
• Working understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Ability to diagnose and resolve software and hardware issues
• Ability to learn and support new applications
• Strong problem solving, troubleshooting, time management, documentation, and research skills
• Ability to work well and coordinate in a team environment
• Capability to work efficiently and retain knowledge
• Precise verbal and written communication skills
• Ability to lift and move up to 50 pounds

A bit about Lawley!

• We are not a call center environment
• We achieve success by building genuine relationships together, with our teams and clients
• We are a family owned insurance broker (70+ years!)
• We are deeply committed to the…