Senior IT Support & Escalation Technician

Computer Task Group; Buffalo (NY); On-site; USD 72,000 - 88,000; Full time

Job summary

CTG in Buffalo seeks a Level 2 Helpdesk Technician to support end users, assist Level 1 staff, and coordinate with vendor technicians. You will document solutions in CTG’s ticketing system and maintain accurate CMDB data.

The role includes PC imaging, hardware shipping, deskside support in the Buffalo office, and handling security updates and access provisioning. Strong English communication and solid problem‑solving skills are essential.

Qualifications

• Associate degree or equivalent experience in computer science or MIS.
• Advanced knowledge with PC hardware (Lenovo/HP).
• Proficient with Microsoft Office/Microsoft Outlook/Microsoft Edge.
• Competent with Active Directory for account administration and group policies.
• Strong troubleshooting and problem-solving skills.
• Experience in PC computing, network connectivity, and OS support.
• Familiarity with VPN/remote connectivity troubleshooting.
• Excellent customer service skills and professionalism.
• Experience in an IS Helpdesk environment is a plus.

Responsibilities

• Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS staff, and vendor technicians.
• Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user.
• Document problems and ensure proper tracking in CTG’s ticketing system and CMDB.
• Perform PC imaging using MS Autopilot and ship hardware to new employees.
• Provide Deskside support/Level 2 support in the Buffalo office.
• Coordinate resolutions with Level 2 personnel and outside vendors.

Skills

Customer service

English communication

Problem solving

Active Directory

VPN/Remote connectivity

PC hardware knowledge

Education

Associate degree in computer science or MIS

Tools

MS Office

Active Directory

Ticketing system

CMDB

Job description

CTG in Buffalo seeks a Level 2 Helpdesk Technician to support end users, assist Level 1 staff, and coordinate with vendor technicians. You will document solutions in CTG’s ticketing system and maintain accurate CMDB data.

The role includes PC imaging, hardware shipping, deskside support in the Buffalo office, and handling security updates and access provisioning. Strong English communication and solid problem‑solving skills are essential.