Service Desk Analyst I (7AM - 4PM)

Synergy IT Solutions; Buffalo (NY); Hybrid; USD 42,000 - 58,000; 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 route more complex concerns to the right tech resources.

This role offers hybrid work, growth opportunities, and a chance to improve users' day-to-day tech experiences while building professional skills in Windows, Microsoft 365, and IT service processes.

Qualifications

• Previous technical Service or Help Desk experience.
• Excellent customer service and communication skills.
• CompTIA A+ certification is a plus.

Responsibilities

• 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.

Skills

Active Directory

Microsoft 365

Microsoft Exchange

Azure admin portal

Education

CompTIA A+ certification

Tools

Microsoft 365 admin portal

Azure admin portal

Microsoft Exchange admin center

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 (7AM - 4PM)

Location: Buffalo, NY

Remote Status: Hybrid

Job Id:182

# of Openings:1

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.

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