IT Service Desk Technician I — Fast-Paced Manufacturing

GTI Fabrication; Buffalo (NY); On-site; USD 3,237,000 - 3,857,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

PTO & holidays

Life insurance

Career growth

Job summary

GTI Energy in Buffalo, NY is seeking a Service Desk Technician I to be the first point of contact for IT support across manufacturing facilities and offices. You will handle desktop support, account administration, device lifecycle, and Microsoft 365 services to keep employees productive.

The role emphasizes quick resolution, adherence to SLAs, and collaboration with Systems Administrators and Engineers. Experience in Windows, AD, and ITSM tools is valued; certifications are a plus.

Qualifications

• Experience supporting Windows and Microsoft 365 environments.
• Basic knowledge of Active Directory and Microsoft Entra ID.
• Strong troubleshooting, customer service, and communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Diagnose and resolve Tier I and II issues.
• Escalate complex issues to Systems Administrators and Engineers.
• Maintain ticket documentation in the ITSM system.
• Meet established SLAs.
• Provide remote and onsite support.
• Create and manage user accounts; reset passwords.
• Device lifecycle: image, deploy, and inventory devices.
• Support conference rooms and AV equipment.
• Assist with office moves and technology deployments.
• Develop and maintain knowledge base articles.
• Participate in IT initiatives and technology refreshes.

Skills

Windows support

Microsoft 365

Active Directory

Microsoft Entra ID

Customer service

Communication skills

Troubleshooting

Task prioritization

Tools

Freshservice

ITSM platform

Intune/Endpoint Manager

Job description

GTI Energy in Buffalo, NY is seeking a Service Desk Technician I to be the first point of contact for IT support across manufacturing facilities and offices. You will handle desktop support, account administration, device lifecycle, and Microsoft 365 services to keep employees productive.

The role emphasizes quick resolution, adherence to SLAs, and collaboration with Systems Administrators and Engineers. Experience in Windows, AD, and ITSM tools is valued; certifications are a plus.