Service Desk Analyst I (7AM - 4PM)

Synergy IT Solutions; Buffalo (NY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Synergy IT Solutions in Buffalo, NY is seeking a Service Desk Analyst I to be the first point of contact for technical support. You will handle phone, email, and ticket-based requests, document issues, and escalate complex problems to specialists.

This entry-level role focuses on customer service and growing your technical skills. You will resolve common issues across devices, software, and services, while learning to triage, troubleshoot, and communicate clearly with users and teammates.

Qualifications

• Previous technical service or help desk experience.
• Strong commitment to customer service and helping others succeed.
• Clear, professional verbal and written communication skills.
• Experience with Active Directory, Microsoft Exchange, Microsoft 365, or the Microsoft Azure admin portal is helpful.
• CompTIA A+ certification is a plus.
• A degree in a technology-related field is helpful but not required.

Responsibilities

• Provide first-level support by phone, email, and support ticket.
• Identify and resolve common issues with computers, software, networks, mobile devices, Microsoft 365, and user access.
• Ask clear questions and guide users through easy-to-follow solutions.
• Create accurate, complete, and timely notes for every support ticket.
• Keep users informed and follow issues through resolution.
• Escalate complex, urgent, or unresolved issues to the appropriate technical resource.
• Follow Service Desk procedures and meet service goals.
• Continue learning about new tools, systems, and technology updates.

Skills

Customer service

Help desk

Troubleshooting

Communication

Multi-tasking

Education

Technology degree

Tools

Active Directory

Microsoft Exchange

Microsoft 365

Azure portal

Job description

About The Role

We are looking for a customer-focused Service Desk Analyst I to join our team. As a first point of contact for technical support, you will help users resolve common technology issues. You will respond to phone calls, emails, and support tickets, document each issue clearly, and send more complex concerns to the right technical resource. This is a great opportunity to grow your skills while making a positive impact every day.

About The Role

We are looking for a customer-focused Service Desk Analyst I to join our team. As a first point of contact for technical support, you will help users resolve common technology issues. You will respond to phone calls, emails, and support tickets, document each issue clearly, and send more complex concerns to the right technical resource. This is a great opportunity to grow your skills while making a positive impact every day.

What You'll Own

• Provide friendly, first-level support by phone, email, and support ticket.
• Identify and resolve common issues with computers, software, networks, mobile devices, Microsoft 365, and user access.
• Ask clear questions and guide users through easy-to-follow solutions.
• Create accurate, complete, and timely notes for every support ticket.
• Keep users informed and follow issues through resolution.
• Escalate complex, urgent, or unresolved issues to the appropriate technical resource.
• Follow Service Desk procedures and meet service goals.
• Continue learning about new tools, systems, and technology updates.

What You'll Contribute

• Previous technical Service or Help Desk experience.
• A strong commitment to customer service and helping others succeed.
• A confident and working knowledge of computers, software, and mobile devices.
• Clear, professional verbal and written communication skills.
• A thoughtful approach to troubleshooting and problem-solving.
• The ability to manage multiple requests while keeping work accurate and on time.
• Experience with Active Directory, Microsoft Exchange, Microsoft 365, or the Microsoft Azure admin portal is helpful.
• A degree in a technology-related field is helpful but not required. Related education and work experience may also qualify.
• CompTIA A+ certification is a plus.

Why This Role Matters

Every support request is a chance to make someone’s day easier. In this role, your responsiveness, communication, and technical curiosity will help users feel supported, build trust, and keep work moving forward.

Synergy Environment

This role uses computers, phones, and other standard office tools. Depending on the company’s work plan, the position may include working from a home office while reporting to a company office.