Information Technology (IT) Helpdesk Technician

Buffalo, NY (http://maps.google.com/maps?q=100+James+E+Casey+Drive+Buffalo+NY+USA+14206)

Job Type

Full-time

Description

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.

Responsibilities:

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 person(s) 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

Assist with all mission work as needed and requested with some or no prior notice including, but not limited to, serving as a truck spotter, helping with Farm Market/Community Garden/Freight Farms/on and off-site food distributions, preparation of meals and serving home-delivered meals.

Assist with other duties and projects as requested.

Requirements

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

This position requires the ability to perform a range of physical activities, including but not limited to bending, kneeling, standing, squatting, reaching, and occasional crawling. The employee must have sufficient visual acuity, hearing, speech, and tactile awareness to effectively and safely perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Salary Description

$23.00-$28.00/hr.

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Information Technology (IT) Helpdesk Technician