Help Desk Support, Sr. jobs in Buffalo, NY
Help Desk Support, Sr. 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, Sr. 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, Sr. 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, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Recently Added Help Desk Support, Sr. jobs
Sr. Help Desk Engineer
- CINQCARE
-
Buffalo, NY
FULL_TIME
-
CINQCARE
Senior Help Desk Support Engineer
Position Description
Overview
The Senior Desktop Support Engineer reports to the IT Service Desk Manager with accountability for providing strategy, judgment, organization, and evidenced-based analysis to influence decisions, and directly to meet CINQCARE requirements. This engineer 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.
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.
Job Responsibilities
The Senior Desktop Support Engineer will have the following responsibilities:- Experience Imaging computers and creating a new image (windows OS and adding software packages and business applications as needed)
- Experience in Microsoft O365 Admin center
- Experience with Asset Management
- Experience with User Communications
- Willing to travel to New York City, and Buffalo, NY on short notice to help with complex IT issues. Relating to computer hardware, software, OS and networking issues. Must resolve the computer problems 100%.
- 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.
- Ability 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.
General Duties
The Senior Desktop Support Engineer will have the following duties:- Leadership: The Senior Desktop Support Engineer will lead in defining and executing strategies and solutions to create business value in [area], including building a team to design, develop, and execute those strategies and solutions to deliver desired outcomes.
- Strategy: The Senior Desktop Support Engineer will establish the business strategy and roadmap: (1) improve outcomes for CINQCARE Family Members; (2) enhance the efficacy of other CINQCARE. business divisions; and (3) develop and deliver external market opportunities for CINQCARE products and services. In establishing the business strategy, the Senior Desktop Support Engineer will define and innovate sustainable revenue models to drive profitability of the Company.
- Collaboration: The Senior Desktop Support Engineer will ensure that [area] capabilities form a cohesive offering, including by working closely with other business divisions to learn their needs, internalize their knowledge, and define solutions to achieve the business objectives of CINQCARE.
- Knowledge: The Senior Desktop Support Engineer will provide subject matter expertise in the [area] solutions, including determining and recommended approaches for [specify] , solution deployment and performance evaluation.
- Culture: The Senior Desktop Support Engineer is accountable for creating a productive, collaborative, safe and inclusive work environment for the [area] team and as part of the larger Company.
The Senior Desktop Support Engineer should have the following qualifications:- Education: Bachelor's Degree in an IT related field or combination of 5 years related work experience
- Experience: At least 5 years of IT Help Desk experience. Mac OS desktop and iOS device experience in a networked environment, CompTIA Security , A , Microsoft, and ITIL certifications are highly desired. 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 and assist with IT Projects as required.
- Entrepreneurial: CINQCARE seeks to fix gaps that have persisted for generations in the delivery of care to Black and Brown populations. This position is accountable for ensuring CINQCARE is positioned to innovatively deliver on its promise. Strong knowledge and understanding of Microsoft Office 365/Teams/Outlook for Windows and Mac. Knowledge of cloud-based services such as Google Workspace
- Communication: Excellent verbal, written communication and presentation skills; ability to clearly articulate and present concepts and models in an accessible manner to CINQCARE’s team, investors, partners, and other stakeholders. Proficiency in all Microsoft Office applications.
- Relationships: Ability to build and effectively manage relationships with business leaders and external constituents; and,
- Culture: Good judgement, impeccable ethics, and a strong team player; desire to succeed and grow in a fast-paced, demanding, and entrepreneurial Company. Ability to work independently on daily tasks and projects.
Location:
Buffalo, NY - On Site
Compensation:
70-80k annually depending n experience level
- 20 Days Ago
Senior Help Desk Support Desk Technician, Tier 2
- CINQCARE
-
Buffalo, NY
FULL_TIME
- CINQCARESenior Help Desk Support Desk Technician, Tier 2Position DescriptionOverviewThe Senior Help Desk Support Desk Technician, Tier 2 reports to the CIO of CINQCARE, withaccountability for providin...
- 10 Days Ago
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...
- 12 Days Ago
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...
- 12 Days Ago
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 ...
- 25 Days Ago
Help Desk Analyst Remote – New York State Only
- Zones LLC.
-
Buffalo, NY
FULL_TIME
- Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really on...
- 15 Days Ago
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0 Help Desk Support, Sr. jobs found in Buffalo, NY area
Desktop Support Technician
- Ovation Workplace Services Inc.
-
Williamsville, NY
- Job Description Job Description Desktop Support Technician This role will be to provide overall hardware/software suppor...
- 4/26/2024 12:00:00 AM
Senior Behavior Support Technician - OPWDD - STEPS
- The summit center
-
Buffalo, NY
- The Senior Behavioral Support Technician - OPWDD is responsible for augmenting the services provided by the Behavioral S...
- 4/26/2024 12:00:00 AM
Tax Examining Technician (Technical Services Support Technician) (12 Month Roster)
- Department Of The Treasury
-
Depew, NY
- Duties WHAT IS THE SBSE (Small Business Self Employed)DIVISION? A description of the business units can be found at: htt...
- 4/24/2024 12:00:00 AM
Warehouse receiving Support
- Manpower
-
Dunkirk, NY
- Warehouse Support – $17.60 per hour Our client in Dunkirk, NY is looking for hardworking, motivated talent to join their...
- 4/23/2024 12:00:00 AM
IT Support Specialist
- Borderworx Logistics LLC
-
Sanborn, NY
- Job Description Job Description Position: IT Support Location: 6405 Inducon Dr West, Sanborn, NY 14132 Pay Range: $18.00...
- 4/23/2024 12:00:00 AM
Passport Support Associate II
- CGI Group, Inc.
-
Buffalo, NY
- Passport Support Associate II Position Description CGI Federal is looking for experienced Support Associates to support ...
- 4/22/2024 12:00:00 AM
Tech Support - Helpdesk
- Prizm Document & Technology Solutions
-
Buffalo, NY
- We're looking for an experienced IT support specialist to provide our team with top-notch assistance! You'll make sure a...
- 4/22/2024 12:00:00 AM
IT Support Specialist
- Five Star Bank
-
Buffalo, NY
- Position Title:IT Support SpecialistReports To:IT Support ManagerDepartment:Technology ServicesFLSA Status:Non-ExemptPur...
- 4/22/2024 12:00:00 AM
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, Sr. jobs
$60,183 to $75,556
Buffalo, New York area prices
were up 1.5% from a year ago
were up 1.5% from a year ago
What does a Help Desk Support, Sr. do?
Help Desk Support, Sr. in Altus, OK
Another place you can get Help Desk support software is zendesk.
December 31, 2019
Help Desk Support, Sr. in Elyria, OH
In the context of IT, the help desk carries the responsibility of resolving any technical issues that users may have.
December 06, 2019
Help Desk Support, Sr. in Fayetteville, AR
My current job is somewhat of a help desk/ L1 desktop support job.
January 31, 2020