The IT Support Technician is responsible for providing frontline technical support to end users across the organization. This includes imaging new laptops, troubleshooting hardware and software issues, applying system patches and updates, performing upgrades, and reimaging devices as needed. The ideal candidate will be detail-oriented, customer-focused, and capable of working independently in a fast-paced environment.

Key Responsibilities:

IT Infrastructure Support:

Administer and maintain IT infrastructure, including servers, networks, virtualization platforms (e.g., VMware)
Manage, support & secure Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive
Monitor and maintain Windows Server environments (2016/2019/2022), including Active Directory, Group Policy, DNS, and DHCP
Install, configure & perform system restores using Backup solutions (e.g. Veeam, Acronis)
Install, configure and deploy new servers, laptops, workstations, hardware, and software applications
Track hardware inventory and maintain accurate asset records
Assist with equipment check-in/check-out and lifecycle management
Maintain accurate documentation of IT procedures, system configurations, and user support requests
Complete detailed work orders for all support incidents and service requests
Document IT processes, procedures, and troubleshooting steps to facilitate knowledge sharing

Technical Support, System Maintenance and Patching:

Provide technical support for end users—both remotely and on-site—including troubleshooting hardware, software, and application issues
Diagnose and resolve issues related to Windows OS, Office applications, printers, and standard business software
Regularly apply Windows and third-party software patches and updates
Monitor and ensure compliance with patch management policies
Perform hardware and software upgrades as needed
Reimage systems to restore functionality or deploy updated configurations

Required Qualifications:

Over 5 years of experience in an IT support role
Experience with Active Directory and Group Policy
Proficiency with Windows 10/11, Active Directory, Microsoft 365, PowerShell and common IT tools
Familiarity with patch management and endpoint security tools
Strong troubleshooting and communication skills

Preferred Qualifications:

Microsoft or CompTIA certifications (e.g., MCSA, Azure Fundamentals, CompTIA Security+)
Experience with RMM Platform such as Kaseya, and documentation platform such as IT Glue
Experience with Firewall Platforms such as Sonicwall
Experience supporting MacOS is a plus

Location: Must reside in Buffalo, NY (in office 5 days/week)

Benefits

Health insurance
401(k) matching
Paid time off
Paid Holidays

Pay Range: $55,000 to $80,000 Annually

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IT Support Technician