Help Desk Support Assistant jobs in Buffalo, NY

Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)

Recently Added Help Desk Support Assistant jobs

C
Senior Help Desk Support Desk Technician, Tier 2
  • CINQCARE
  • Buffalo, NY FULL_TIME
  • CINQCARE
    Senior Help Desk Support Desk Technician, Tier 2
    Position Description

    Overview
    The Senior Help Desk Support Desk Technician, Tier 2 reports to the CIO of CINQCARE, with
    accountability for providing strategy, judgment, organization, and evidenced-based analysis to influence
    decisions, and directly to meet CINQCARE requirements. They should embody CINQCARE’s core values,
    including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded. At
    CINQCARE, we don’t have patients or customers – we have Family Members.
    The Senior Help Desk Support Desk Technician, Tier 2 is a crucial role that provides technical support to
    end-users, handles complex incidents and service requests, and ensures high levels of customer
    satisfaction. The role is responsible for resolving escalated issues that cannot be resolved at the Tier 1
    level. The ideal candidate should be customer-focused, technically competent, and able to work in a fast paced
    environment.

    Primary Responsibilities
    The Senior Help Desk Support Desk Technician, Tier 2 will have the following responsibilities:
    • Maintains detailed and up-to-date licenses and hardware/software inventory.
    • Creates technical and end-user documents and maintains a knowledge base in the ticketing system.
    • Conducts training on new processes, procedures, technology, and best practices.
    • Provides rapid responses and ownership of issues and requests reported by end users via Microsoft Teams chat, telephone, or email.
    • Availability to provide customer service, with a high level of communication with staff.
    • Supports conference room technology as needed for remote meetings, utilizing Zoom / Teams
    • Supports Windows and MacOS devices remotely, using remote management software.
    • Performs general technical support and troubleshoots software, hardware, and cabling.
    • Performs installs, moves, additions, changes, and depreciation of technical hardware.
    • Responsible for logging, tracking, and reporting incidents through resolution using ticketing system.
    • Manages printer installation, configuration, and trouble shooting.
    • Provides end-user training & education on technologies, best practices, and company policies.
    • Provides second-level technical support to end-users, ensuring all incidents and service requests are resolved within SLAs.
    • Analyzes and troubleshoots complex hardware and software issues that cannot be resolved at the Tier 1 level.
    • Develops and maintains a knowledge base to document solutions to common issues.
    • Collaborates with other IT teams to provide solutions to complex technical issues.
    • Mentors and trains Tier 1 support staff on resolving technical issues and providing excellent customer service.
    • Conducts root cause analysis of recurring incidents and recommends improvements to prevent future occurrences.
    • Participates in ongoing IT projects and initiatives.
    • Ensures all support interactions are professional and customer focused.
    • Administers multiple SaaS platforms i.e., Microsoft Azure, Microsoft 365, and other company applications.
    • Troubleshoot issues on Mobile Devices.
    Qualifications
    The Senior Help Desk Support Desk Technician, Tier 2 should have the following qualifications:
    • Education:
      • Bachelor's Degree in an IT related field or combination of 5 years related work experience.
    • Experience:
      • Mac OS desktop and iOS device experience in a networked environment
      • CompTIA Security , A , Microsoft, and ITIL certifications are highly desired.
      • Strong working knowledge and understanding of Microsoft Office 365/Teams/Outlook for Windows and Mac
      • Knowledge of cloud-based services such as Google Workspace
      • Advanced knowledge of networking concepts such as TCP/IP, DNS, DHCP, VLANs, and VPNs
      • Experience with virtualization technologies such as VMWare or Hyper-V
      • Familiarity with Active Directory and Group Policy
      • Experience with ticketing systems and ITIL processes
      • Assist with IT Projects as required.
      • Ability to work independently on daily tasks and projects.
      • Experience Imaging computers and creating a new image.
      • Experience in Microsoft O365 Admin center
      • Experience with Asset Management
      • Experience with User Communications
      • Willing to travel to CINQCARE locations on short notice to help with complex IT issues.
    Compensation: 58,450.00 annually 
    Location: Buffalo, NY
  • 7 Days Ago
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C
Sr. Help Desk Engineer
  • CINQCARE
  • Buffalo, NY FULL_TIME
  • CINQCARESenior Help Desk Support EngineerPosition DescriptionOverviewThe Senior Desktop Support Engineer reports to the IT Service Desk Manager with accountability for providing strategy, judgment, or...
  • 17 Days Ago
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N
IT Help Desk Intern
  • Nissha Medical Technologies
  • Buffalo, NY INTERN
  • Job Summary The Desktop Support Technician I will have the primary responsibility to support the Desktop Environment of Nissha Medical Technologies across multiple sites in the US, Canada, the UK, and...
  • 9 Days Ago
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N
IT Help Desk Intern
  • Nissha Medical
  • Buffalo, NY INTERN
  • Job Summary The Desktop Support Technician I will have the primary responsibility to support the Desktop Environment of Nissha Medical Technologies across multiple sites in the US, Canada, the UK, and...
  • 9 Days Ago
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F
Help Desk Technician
  • FTS Inc
  • Buffalo, NY OTHER,TEMPORARY
  • Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to inquiries via phone, email, or in-person and ...
  • 22 Days Ago
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B
Teacher Assistant
  • Beyond Support Network
  • Depew, NY FULL_TIME
  • NYS Teacher Assistant Certification (or Teacher Certification) required. Monday - Friday 7:30am-2:30pm $18.41/hour-$18.41/hour Teacher Assistant DIVISION Academic Services CLASSIFICATION Non-Exempt JO...
  • 18 Days Ago
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0 Help Desk Support Assistant jobs found in Buffalo, NY area

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Client Service Coordinator
  • HairClub
  • Buffalo, NY
  • MAJOR RESPONSIBLITIES: 25% Represent the HairClub brand: greet and engage members with a hospitality spirit, exhibit kno...
  • 4/23/2024 12:00:00 AM
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A
End User Support Specialist
  • Atlantic Group
  • Buffalo, NY
  • My client, a managed service provider, is seeking a Level 2 Engineer to join our Service Desk Team. This position will p...
  • 4/23/2024 12:00:00 AM
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M
Professional Services Project Manager
  • Motivair Corporation
  • Lancaster, NY
  • Position Summary: This position defines project scope and implementation plans based upon Thermal Management Solution re...
  • 4/22/2024 12:00:00 AM
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H
Chief Engineer
  • Hyatt Regency Buffalo
  • Buffalo, NY
  • Job Summary: The Chief Engineer is responsible for ensuring proper operations maintenance service and repair of all equi...
  • 4/22/2024 12:00:00 AM
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M
Professional Services Project Manager
  • Motivair Corporation
  • Lancaster, NY
  • Position Summary: This position defines project scope and implementation plans based upon Thermal Management Solution re...
  • 4/21/2024 12:00:00 AM
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M
Customer Service Rep- 1st shift M-F
  • multi color corp
  • Batavia, NY
  • **Customer Service Rep- 1st shift M-F** Batavia, OH 45103, USA Req #3413 Monday, January 3, 2022 Multi-Color is one of t...
  • 4/21/2024 12:00:00 AM
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D
Internal Revenue Agent (Reviewer - Examiner) 12 MONTH ROSTER - AMENDED
  • Department Of The Treasury
  • Buffalo, NY
  • Duties WHAT IS THE WHISTLEBLOWER OFFICE (WBO) DIVISION? A description of the business units can be found at: https://www...
  • 4/21/2024 12:00:00 AM
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D
Internal Revenue Agent (Reviewer - Examiner) 12 MONTH ROSTER AMENDED
  • Department Of The Treasury
  • Buffalo, NY
  • Duties WHAT IS THE SMALL BUSINESS/SELF EMPLOYED (SBSE) DIVISION? A description of the business units can be found at: ht...
  • 4/21/2024 12:00:00 AM
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About Buffalo, New York

Buffalo is the second largest city in the U.S. state of New York and the largest city in Western New York. As of July 2016[update], the population was 256,902. The city is the county seat of Erie County and a major gateway for commerce and travel across the Canada–United States border, forming part of the bi-national Buffalo Niagara Region. The Buffalo area was inhabited before the 17th century by the Native American Iroquois tribe and later by French settlers. The city grew significantly in the 19th and 20th centuries as a result of immigration, the construction of the Erie Canal and rail tra...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Support Assistant jobs
$44,173 to $54,384
Buffalo, New York area prices
were up 1.5% from a year ago
View detail

What does a Help Desk Support Assistant do?

Help Desk Support Assistant in Fort Smith, AR
Provide direct technical assistance to projects in a bid to help them reach their objectives.
December 04, 2019
Help Desk Support Assistant in Sioux City, IA
Respond to calls for technical support through telephones, emails or in person.
January 19, 2020
Help Desk Support Assistant in Champaign, IL
Under the guidance of senior Telecommunications Analyst and the IT Help Desk staff, provide in-depth, effective, and timely technical assistance to NDSU students, staff and faculty for services offered by Telecommunications and Emergency Technologies and Help Desk.
February 19, 2020