IT Helpdesk Technician

The IT Helpdesk Technician provides first-line technical support to employees. This role is responsible for troubleshooting hardware, software, and network issues, responding to support tickets, and ensuring users can work efficiently with minimal downtime.

Essential Functions

• Serve as the first point of contact for IT support requests (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 person(s) when necessary
• Document incidents, solutions, and procedures
• Follow IT policies, security standards, and best practices
• Provide clear, friendly communication to users with varying technical skill levels
• Travel between WNY locations as needed

Skills & Competencies

• Strong problem solving, communication, documentation and interpersonal skills
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies
• Strong knowledge of Windows operating systems
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Ability to prioritize and manage multiple support requests

Education

• Associates or Bachelor’s degree in Information Technology or related field preferred.

Minimum Experience Required

• 1+ year of experience in an IT helpdesk or technical support role (or equivalent education/experience)
• Familiarity with Active Directory and user access management

Preferred Experience

• Experience supporting remote users and cloud-based tools (Microsoft 365, Google Workspace)
• Experience with Microsoft Power Apps a plus
• Experience with common classroom technologies and software (SmartBoards, Remind)
• Demonstrated experience with AV support and conference room technologies (Teams Rooms, Zoom Rooms, projectors, display systems, microphones, speakers, etc.)
• Proven hands-on experience performing laptop hardware repairs, including screen and keyboard replacement

Required License/ Registration/ Certification

• IT certifications (CompTIA A+, Network+, Microsoft, Apple, etc.) Preferred

Physical Requirements

Physical actions may include but are not limited to; bending, kneeling, standing, squatting, reaching, crawling. Vision, speech, tactical and hearing senses adequate to perform job requirements.