Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a hands-on Help Desk/Desktop Support Analyst to join our team in Tonawanda, New York. This contract-to-permanent opportunity is well suited for an experienced IT support specialist who can resolve advanced technical issues, strengthen day-to-day support operations, and build strong relationships with end users. The person in this role will contribute as a senior technical resource while also helping elevate team performance through guidance and process improvement. This position offers a clear path toward future leadership growth for someone who brings initiative, sound judgment, and a service-focused mindset.

Responsibilities:
• Act as a higher-level resource for complicated incidents and service requests that require deeper technical analysis and resolution.
• Deliver Tier 2 and Tier 3 support for end-user devices, operating systems, business applications, and core workplace technology.
• Diagnose and resolve issues involving Windows desktops and laptops, Microsoft 365, Active Directory, printers, mobile devices, and endpoint tools.
• Prepare, install, and maintain computers and related equipment to ensure employees have reliable and secure technology resources.
• Manage user lifecycle support by handling employee onboarding, departures, password assistance, account access changes, and software entitlement updates.
• Assist with support for Microsoft-based platforms and business systems, including tools such as Microsoft Dynamics, Epicor P21, ServiceTitan, or similar enterprise applications.
• Track system notifications and service desk activity, then respond to technical problems in a timely and organized manner.
• Create clear documentation, maintain support procedures, and expand knowledge base content to improve consistency and efficiency across the team.
• Partner with internal departments and third-party vendors to coordinate solutions, remove recurring issues, and improve the overall user experience.
• Share knowledge with entry-level support staff by offering coaching, technical guidance, and practical troubleshooting support, while participating in after-hours coverage when needed.• At least 5 years of experience providing IT support within enterprise environments.
• Proven background handling escalated desktop support or help desk issues beyond entry-level troubleshooting.
• Strong working knowledge of Windows 10 and 11, Microsoft 365, Active Directory, and service desk ticket management.
• Demonstrated ability to troubleshoot hardware, software, user access, and endpoint-related problems efficiently.
• Experience assisting, training, or mentoring less experienced technicians in a team setting.
• Effective communication skills with the ability to support employees, technical teams, and external vendors professionally.
• Bachelor’s degree in Information Systems, Computer Science, or a related field preferred; equivalent practical experience will also be considered.
• Ability to work onsite in Tonawanda, New York, and participate in support coverage outside standard business hours as needed.