IT Help Desk Technician

Job Overview

We are looking for a proactive and customer-oriented IT Helpdesk Technician I to provide first-line technical support to our end-users. The ideal candidate will troubleshoot and resolve common IT issues, escalate complex problems to higher-level support, and maintain detailed records of technical activities. This role requires strong communication skills, a passion for technology, and the ability to provide excellent customer service.

Company Background

Buffalo Games is an American manufacturer and marketer of award-winning Party Games and finest quality Jigsaw Puzzles. Our products are manufactured in a self-owned and operated plant in Buffalo, NY. We take great pride in our manufacturing expertise and craftsmanship and relentlessly deliver on the highest quality standards and experience that our consumers have come to expect from Buffalo.

Primary Responsibilities

• End-User Support: Serve as the first point of contact for IT support via phone, email, or ticketing system, assisting with hardware, software, and basic network issues.
• Troubleshooting: Diagnose and resolve common issues related to Windows, macOS, Microsoft Office, printers, and other end-user devices.
• Ticket Management: Log, track, and prioritize support tickets, ensuring timely resolution or escalation to Tier 2/3 technicians as needed.
• System Access: Assist with account management tasks such as password resets, account creation, and basic permissions updates in Active Directory.
• Device Setup: Support the configuration and deployment of new hardware, including laptops, desktops, and mobile devices.
• Documentation: Maintain accurate records of support requests, solutions, and procedures to contribute to the IT knowledge base.
• Basic Network Support: Assist users with connectivity issues, including Wi-Fi, VPN, and printer network configurations.
• User Training: Provide guidance to end-users on IT best practices, basic troubleshooting, and the use of common applications.

Qualifications

• Education: High school diploma or equivalent required; Associate’s degree or IT certifications (e.g., CompTIA A , ITIL Foundation) preferred.
• Experience: At least 1 year of experience in a helpdesk or technical support role preferred.
• Technical Skills:
• Familiarity with Windows and macOS operating systems.
• Basic knowledge of Microsoft Office 365.
• Understanding of ticketing systems and IT service management principles.
• Basic networking knowledge (e.g., TCP/IP, DNS, Wi-Fi troubleshooting).
• Soft Skills:
• Strong verbal and written communication skills.
• Customer-focused mindset with excellent problem-solving abilities.
• Ability to multitask and prioritize in a fast-paced environment.

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $18 - $23