Job Description
Join our elite IT support team at TechSolutions Inc. and become a cornerstone of our digital infrastructure excellence. We're seeking a highly skilled Help Desk Support Specialist to deliver world-class technical assistance to Fortune 500 clients across Western New York. This premium role offers exceptional compensation, cutting-edge training, and career advancement opportunities in Buffalo's thriving tech corridor. Your expertise will directly impact business continuity and user satisfaction in a fast-paced corporate environment.
Responsibilities
- Provide Tier 2-3 technical support for complex hardware, software, and network issues across 500+ endpoints
- Manage remote troubleshooting via TeamViewer and on-site support for critical infrastructure
- Implement and maintain ITSM protocols using ServiceNow for ticket lifecycle management
- Lead security incident response protocols including malware remediation and access control
- Document technical procedures and create knowledge base articles for internal teams
- Collaborate with network engineers on system upgrades and disaster recovery planning
Qualifications
- 5+ years of enterprise-level help desk experience with Windows 10/11 and Active Directory
- CompTIA Security+ and/or HDI certifications required
- Expert proficiency in PowerShell scripting and SCCM deployment
- Proven experience with virtualization (VMware/Hyper-V) and cloud platforms (AWS/Azure)
- Exceptional customer service skills with SLA management experience
- Ability to work rotating on-call shifts for 24/7 operations coverage