Hybrid Service Desk Analyst I - First-Line Tech Support

Synergy IT Solutions; Buffalo (NY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Synergy IT Solutions in Buffalo, NY is seeking a Service Desk Analyst I to be the first point of contact for technical support. You will handle phone, email, and ticket-based requests, document issues, and route more complex concerns to the right tech resources.

This role offers hybrid work, growth opportunities, and a chance to improve users' day-to-day tech experiences while building professional skills in Windows, Microsoft 365, and IT service processes.

Qualifications

• Previous technical Service or Help Desk experience.
• Excellent customer service and communication skills.
• CompTIA A+ certification is a plus.

Responsibilities

• Provide friendly, first-level support by phone, email, and support ticket.
• Identify and resolve common issues with computers, software, networks, mobile devices, Microsoft 365, and user access.
• Ask clear questions and guide users through easy-to-follow solutions.
• Create accurate, complete, and timely notes for every support ticket.
• Keep users informed and follow issues through resolution.
• Escalate complex, urgent, or unresolved issues to the appropriate technical resource.
• Follow Service Desk procedures and meet service goals.
• Continue learning about new tools, systems, and technology updates.

Skills

Active Directory

Microsoft 365

Microsoft Exchange

Azure admin portal

Education

CompTIA A+ certification

Tools

Microsoft 365 admin portal

Azure admin portal

Microsoft Exchange admin center

Job description

Synergy IT Solutions in Buffalo, NY is seeking a Service Desk Analyst I to be the first point of contact for technical support. You will handle phone, email, and ticket-based requests, document issues, and route more complex concerns to the right tech resources.

This role offers hybrid work, growth opportunities, and a chance to improve users' day-to-day tech experiences while building professional skills in Windows, Microsoft 365, and IT service processes.