Service Desk Analyst I (1PM - 10PM, Monday - Friday)

Synergy; Buffalo (NY); Hybrid; USD 52,000 - 65,000; Full time

Benefits offered by this job

ESOP

Supplemental Insurances

401(k)

Paid Time Off

Floating & Observed Holidays

HSA (Health Savings Account)

Life insurance

Mileage/Travel Reimbursements

Cell Phone Reimbursement

Certification & Training Reimburse

Dog friendly workplace!

Job summary

Synergy in Buffalo, NY is seeking a Service Desk Analyst I to join a hybrid team. This role handles end-user technical support by phone and email, diagnosing issues and documenting results, with escalation for complex problems.

You will work Monday through Friday from 1 PM to 10 PM and contribute to customer satisfaction through timely resolutions. The position emphasizes strong communication, analytical thinking, and a sense of urgency, with preference for AD/Exchange, Microsoft 365, and Azure

Qualifications

• 1-2 years of experience in a Help Desk environment preferred.
• Excellent oral and written communications.
• Knowledge of Active Directory and Microsoft Exchange preferred.
• Knowledge of Microsoft 365 and Microsoft Azure Admin portal.
• Display a sense of urgency.
• Ability to work Monday - Friday, 1PM - 10PM.

Responsibilities

• Provide effective diagnostic evaluation of end-user needs and resolve issues to client satisfaction.
• Troubleshoot relatively simple hardware, software or network problems.
• Document and track issues with timely updates.
• Route more complex problems to higher-level support when needed.

Job description

Be part of an organization that values your contributions

When you join Synergy, you’re joining a group of people who care about each other, take pride in their work, and believe that success is best when it’s shared.

Position:Service Desk Analyst I (1PM - 10PM, Monday - Friday)

Location: Buffalo, NY

Remote Status: Hybrid

Job Id:177

# of Openings:1

Employee ownership is at the heart of Synergy. Every team member is more than just an employee. They’re an owner, a contributor, and a driver of our collective success. This shared commitment fuels our innovation, strengthens our collaboration, and empowers us to deliver exceptional solutions to our clients. When we each have a stake in the outcome, we bring our best to every challenge. That’s the power of ownership at Synergy!

What You'll Do?

Our Service Desk Analyst I provides effective diagnostic evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the clients’ satisfaction. Resolution includes identifying, researching, and resolving technical problems, timely responses to phone calls and email requests for technical support. This position also requires accurate documentation and tracking and monitoring the problem to ensure a timely resolution. Synergy's Analyst I takes the initial inquiries via phone or email and troubleshoots relatively simple hardware, software or network problems. Responsibilities are to service phone and email requests to exceed customer expectations and to recognize and elevate more difficult problems to Service Desk Analyst II.

What You'll Bring?

• 1-2 years of experience in a Help Desk environment preferred.
• Excellent oral and written communications.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Logical, analytical, technical trouble shooting skills.
• Knowledge and experience of customer service practices.
• Knowledge of Active Directory and Microsoft Exchange preferred.
• Knowledge of mobile devices, including Apple and Android devices.
• Knowledge of Microsoft 365 and Microsoft Azure Admin portal.
• Display a sense of urgency.
• A+ certification preferred.
• Ability to work Monday - Friday,1PM - 10PM

Why Join Us?

You’ll be part of a collaborative, mission-driven team dedicated to delivering exceptional service and innovative solutions to the clients that shape our communities.

• Employee Stock Ownership Plan (ESOP)
• Supplemental Insurances
• 401(k)
• Paid Time Off
• Floating & Observed Holidays
• HSA (Health Savings Account)
• Life insurance
• Mileage/Travel Reimbursements
• Cell Phone Reimbursement
• Certification & Training Reimbursements
• Dog friendly workplace!

In 2011, Synergy IT Solutions decided to do something different and invest in a model that prioritized shared success and gave every employee a meaningful stake in where we were headed.

I enjoy seeing technology evolve over the years and learning new technologies to support the growing cloud solution transition. Being 100% vested makes me feel valuable in my retirement portfolio.

Project Manager, Professional Services | Synergy IT Solutions

One of the things I value most about working at Synergy is the ownership mindset that comes with being an ESOP. It fosters transparency, trust, and a genuine sense of partnership across the organization. You feel invested because you truly are.

Eric Godlove

Marketing Manager | Synergy IT Solutions

I've always liked working with technology and I find the problem-solving aspect very enjoyable. Being 100% vested further reinforces that the work I do significantly benefits me.

Software Developer Analyst | Synergy IT Solutions

I enjoy seeing technology evolve over the years and learning new technologies to support the growing cloud solution transition. Being 100% vested makes me feel valuable in my retirement portfolio.

Project Manager, Professional Services | Synergy IT Solutions

One of the things I value most about working at Synergy is the ownership mindset that comes with being an ESOP. It fosters transparency, trust, and a genuine sense of partnership across the organization. You feel invested because you truly are.

Eric Godlove

Marketing Manager | Synergy IT Solutions

I've always liked working with technology and I find the problem-solving aspect very enjoyable. Being 100% vested further reinforces that the work I do significantly benefits me.

Software Developer Analyst | Synergy IT Solutions

I enjoy seeing technology evolve over the years and learning new technologies to support the growing cloud solution transition. Being 100% vested makes me feel valuable in my retirement portfolio.

Project Manager, Professional Services | Synergy IT Solutions

One of the things I value most about working at Synergy is the ownership mindset that comes with being an ESOP. It fosters transparency, trust, and a genuine sense of partnership across the organization. You feel invested because you truly are.

Eric Godlove

Marketing Manager | Synergy IT Solutions