Job Description

Job Title: Desktop Support Technician

Duration: 7+ Months (Possible Extension)

Location: Buffalo, NY - 14228

We are seeking a skilled and dedicated IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will have extensive experience in providing hardware and software support for both MAC and PC environments, along with proficiency in SCCM, JAMF, Office 365, and Adobe applications . Additionally, experience in asset inventory management, SLA achievement, and AI integration support is essential.

This position reports to the US Service Desk Associate Director and requires a strong customer-focused approach to troubleshooting and problem resolution.

• Customer Support: Provide exceptional support by prioritizing user needs, ensuring timely issue resolution, and escalating when necessary.

• Technical Troubleshooting: Diagnose and resolve hardware, software, and network connectivity issues for end-users in office and remote settings.

• Software & System Support:

  • Administer and troubleshoot Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive).

  • Provide support for Adobe Creative Cloud applications, including installation, authentication, and access issues.

  • Manage software deployment using SCCM (for Windows) and JAMF (for macOS).

• Hardware & Inventory Management: Track and maintain IT assets (hardware/software) using corporate ITAM tools, SCCM, JAMF, PowerBI, and CMDB .

• AI Support: Assist end-users in utilizing AI tools integrated with office products to enhance productivity.

• Documentation: Maintain clear and up-to-date technical documentation, troubleshooting guides, and system configurations .

• Incident & Service Request SLA Management: Meet monthly SLA targets of 93% for incidents and 84% for service requests .

• Mobile Device Management: Configure, deploy, and support Android and iPhone devices for corporate users.

• Project Management: Lead and supervise IT projects as directed by the Regional Manager .

• Security & Compliance:

  • Manage Azure AD & On-Prem AD administration .

  • Implement antivirus/malware protection measures.

  • Ensure security compliance in system configurations and updates.

• Collaboration & Communication: Work closely with cross-functional IT teams to escalate complex issues and improve service delivery.

• Experience: Minimum 5+ years in desktop support or a similar role.

• Education: Degree in Information Technology, Computer Science, or related field .

• Certifications: Microsoft, Apple, CompTIA A+ (preferred).

• Technical Expertise:

  • Proficiency in PC/MAC OS, hardware, and software troubleshooting .

  • Hands-on experience with SCCM, JAMF, Office 365, and Adobe Creative Cloud .

  • Familiarity with ServiceNow or similar ticketing/asset management tools .

  • Understanding of AI tools and their integration with office applications.

• Problem-Solving Skills: Strong analytical abilities with a structured approach to troubleshooting.

• Communication: Excellent verbal and written communication skills.

• Organizational Skills: Ability to prioritize and manage multiple tasks in a dynamic environment.

• Customer Service Orientation: Proven ability to deliver high-quality support with a user-focused approach.

• Work Environment: Office setting with occasional remote support.

• Schedule: Full-time, with potential after-hours support when needed.

• Equipment: Company-provided IT tools and resources.

• Team Collaboration: Ability to foster a positive and cooperative work culture .

• Technical Proficiency: Quick learner with aptitude for emerging technologies .

• Adaptability: Ability to thrive in a fast-paced, evolving environment .

• Customer Focus: Strong commitment to user satisfaction and problem resolution .

• Goal-Oriented: Track record of achieving performance targets and continuous improvement .

If you're a motivated IT professional with a passion for desktop support and improving user productivity , we encourage you to apply and be part of our dynamic team!

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