Senior Support Technician

• Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS support staff, and vendor technicians
• Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user regarding status
• Ensure that all problems/solutions are properly documented using standard problem tracking tools
• Maintain accurate records of hardware/device stock and CMDB data
• Create and terminate User Access when requested following Audit protocols
• Perform other responsibilities as assigned

• Perform PC Imaging using MS Autopilot
• Ship hardware and PCs to new employees
• Perform Deskside support/Level 2 support in the Buffalo office
• Work with Infrastructure team and Users to address security vulnerabilities/Windows Updates
• Work with IS Management/Infrastructure teams to handle ticket escalations
• Prioritize users inquiries based on the level of severity
• Interface with other IS personnel to determine exact nature of problem and implement procedures for users
• Document problems and correct procedures
• Coordinate resolutions with other Level 2 personnel as well as outside vendors or service companies
• Contact, schedule, and follow up with vendors for service calls and support
• Enter all troubleshooting steps in CTG’s ticketing system
• Create documentation/KB Articles for Level 1 Helpdesk Technicians
• Possibility for inclusion in infrastructure testing for new systems
• Perform other duties as required to fulfill responsibilities

• Associate degree in computer science or MIS, or equivalent experience
• Advanced knowledge with PC Hardware (Lenovo/HP)
• Advanced knowledge with Microsoft Office/Microsoft Outlook/Microsoft Edge
• Competent with using Active Directory for Account Administration, Domain access rights, Group Policies
• Competent troubleshooting and problem solving skills
• Competent in PC computing, network connectivity, system administration, application support, and operating systems.
• Competent with Cable modem/internet connectivity support/VPN/Remote connectivity troubleshooting
• Must have good customer service skills to be able to work with people who may be frustrated and try to research/correct the issue, or escalated to management
• Experience in an IS Helpdesk environment a plus

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

The expected base salary for this position is up to $80,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts.

With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the…