Senior Support 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

Responsibilities

• Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS support staff, and vendor technicians
• Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user regarding status
• Ensure that all problems/solutions are properly documented using standard problem tracking tools
• Maintain accurate records of hardware/device stock and CMDB data
• Create and terminate User Access when requested following Audit protocols
• Perform other responsibilities as assigned

Duties

• Perform PC Imaging using MS Autopilot
• Ship hardware and PCs to new employees
• Perform Deskside support/Level 2 support in the Buffalo office
• Work with Infrastructure team and Users to address security vulnerabilities/Windows Updates
• Work with IS Management/Infrastructure teams to handle ticket escalations
• Prioritize users inquiries based on the level of severity
• Interface with other IS personnel to determine exact nature of problem and implement procedures for users
• Document problems and correct procedures
• Coordinate resolutions with other Level 2 personnel as well as outside vendors or service companies
• Contact, schedule, and follow up with vendors for service calls and support
• Enter all troubleshooting steps in CTG’s ticketing system
• Create documentation/KB Articles for Level 1 Helpdesk Technicians
• Possibility for inclusion in infrastructure testing for new systems
• Perform other duties as required to fulfill responsibilities

Qualifications

• Associate degree in computer science or MIS, or equivalent experience
• Advanced knowledge with PC Hardware (Lenovo/HP)
• Advanced knowledge with Microsoft Office/Microsoft Outlook/Microsoft Edge
• Competent with using Active Directory for Account Administration, Domain access rights, Group Policies
• Competent troubleshooting and problem solving skills
• Competent in PC computing, network connectivity, system administration, application support, and operating systems.
• Competent with Cable modem/internet connectivity support/VPN/Remote connectivity troubleshooting
• Must have good customer service skills to be able to work with people who may be frustrated and try to research/correct the issue, or escalated to management
• Experience in an IS Helpdesk environment a plus

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

The expected base salary for this position is up to $80,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.