Job Description
Join our award-winning IT team at InnovateTech Solutions, where we're revolutionizing tech support in Buffalo's growing tech corridor. As a Senior Help Desk Specialist, you'll be the frontline hero for our enterprise clients, resolving complex technical challenges with precision and expertise. We offer competitive compensation, comprehensive benefits, and a culture that celebrates innovation and career growth. If you're passionate about technology and delivering exceptional user experiences, this is your opportunity to excel in one of Buffalo's most sought-after IT roles.
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows, macOS, and cloud platforms
- Provide Tier 3 support for enterprise clients including VPN, network connectivity, and security protocols
- Document all incidents using ServiceNow with detailed resolution steps and preventive measures
- Train junior technicians and develop knowledge base articles for recurring issues
- Collaborate with network engineers on infrastructure improvements and security patches
- Manage VIP client accounts with SLA adherence and proactive communication
Qualifications
- 5+ years of enterprise-level help desk experience with advanced troubleshooting skills
- CompTIA Security+ and/or Microsoft 365 Certified: Modern Desktop Administrator
- Expert knowledge of Active Directory, SCCM, and remote access technologies
- Proven ability to de-escalate technical issues and communicate effectively with non-technical stakeholders
- Experience with ITIL framework and change management processes
- Strong scripting abilities (PowerShell/Bash) for automation tasks