IT Helpdesk Technician (35628)

## 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.