IT Help Desk Technician I - Hybrid Support & Onboarding

Doist; Buffalo (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Centivo seeks an IT Help Desk Technician to serve as the primary contact for team members, delivering remote and on-site support for desktops, applications, and peripherals within established guidelines.

You will deploy equipment, onboard new hires, document requests, diagnose Level 1 issues and escalate others, and work with our IT partner on upgrades and security configurations while maintaining network accessibility.

Qualifications

• Associate's degree or equivalent experience required.
• Minimum of 3 years of desktop support experience with Microsoft Windows.
• Minimum of 2 years of experience with Microsoft Office 365 and Entra.
• 2 years of experience with network and security infrastructure (VPN, firewall).

Responsibilities

• Serve as the first point of contact for team members by monitoring the ticket queue, inbox, and phone.
• Deploy Centivo equipment, including laptops and accessories, to new and existing team members, and manage asset recovery following team member departures.
• Provide account setup and onboard new employees, both in office and remotely.
• Document all requests and incidents thoroughly and in a timely manner using the IT ticketing system.
• Diagnose, research, and resolve Level 1 technical support issues; elevate Level 2 and Level 3 issues.
• Partner with the outsourced IT partner to carry out system upgrades, including service enhancements, certificate renewals, hot fixes, and security configurations.
• Create, modify, and maintain Entra user accounts, and configure permissions for groups, mailboxes, and other security policies.
• Follow IT best practices, policies, and procedures in coordination with other functional IT areas.
• Maintain the accessibility and availability of network resources, including servers, firewalls, wireless networks, email systems, and VPN appliances.
• Deliver systems training and day-to-day end-user software support.
• Install, repair, and maintain Centivo hardware and equipment.

Skills

Desktop support

Windows OS

Microsoft 365

Entra ID

VPN & Firewall

Education

Associate's degree or equivalent experience

Tools

Microsoft 365 Admin

Entra

Job description

Centivo seeks an IT Help Desk Technician to serve as the primary contact for team members, delivering remote and on-site support for desktops, applications, and peripherals within established guidelines.

You will deploy equipment, onboard new hires, document requests, diagnose Level 1 issues and escalate others, and work with our IT partner on upgrades and security configurations while maintaining network accessibility.