Service Desk Analyst I (7AM - 4PM, Monday - Friday)

Synergy; Buffalo (NY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan (ESOP)

Health, vision, and dental insurance

401(k) retirement savings plan

Paid time off

Floating and observed holidays

Paid time to volunteer

Health Savings Account (HSA)

Life insurance

Training/certification reimbursement

Dog friendly workplace

Job summary

Synergy IT Solutions in Buffalo, NY is seeking a Service Desk Analyst I (7AM - 4PM, Monday - Friday) to join a hybrid team. You will handle basic computer problems, answer calls and emails, and document steps until issues are resolved.

Ideal candidates have 1–2 years of help desk exposure, a high school diploma, solid communication skills, and a willingness to escalate complex issues. A+ certification is a plus, as is familiarity with Microsoft 365 and AD.

Qualifications

• 1–2 years of Help Desk experience preferred.
• High school diploma required.
• Good speaking and writing skills.
• Basic knowledge of computers, software, hardware, and equipment.
• Knowledge of AD and Exchange preferred.
• Familiarity with mobile devices (Apple/Android) and 365/Azure is a plus.
• A+ certification preferred.
• Availability to work 7:00 AM–4:00 PM, Monday to Friday.

Responsibilities

• Answer phone calls and emails from clients needing help.
• Listen, ask questions, and fix issues quickly when possible.
• Document what happened and track problems until resolution.
• When needed, escalate to a higher-level analyst.

Skills

Help desk experience

Communication skills

Customer service

Problem solving

Time management

Basic IT knowledge

Phone & email support

Attention to detail

Team collaboration

Adaptability

A+ certification

Monday–Friday shift 7:00 AM–4:00 PM

Education

High school diploma

A+ certification

Tools

Active Directory

Microsoft Exchange

Microsoft 365

Microsoft Azure Admin portal

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, Monday - Friday)

Location: Buffalo, NY

Remote Status: Hybrid

Job Id:181

# of Openings:1

At Synergy, every employee is also an owner. That means each person helps make the company better. When we work together, share ideas, and do our best, we help our clients and our team succeed. That is what ownership means at Synergy!

What You'll Do?

A Service Desk Analyst I helps people solve basic computer problems. You will answer phone calls and emails from clients who need help. You will listen to the problem, ask good questions, and try to fix the issue quickly. You will also write down what happened and keep track of the problem until it is solved. If the problem is harder, you will ask a Service Desk Analyst II for help.

What You'll Bring?

• 1–2 years of Help Desk experience is preferred.
• High school diploma is required.
• Good speaking and writing skills.
• Basic knowledge of computers, software, hardware, and other equipment.
• Knowledge of Active Directory and Microsoft Exchange is preferred.
• Knows how to use mobile devices, including Apple and Android.
• Some knowledge of Microsoft 365 and Microsoft Azure Admin portal.
• Able to think clearly and solve technical problems step by step.
• Knows how to provide excellent customer service.
• Works quickly when something needs attention.
• A+ certification preferred.
• Able to work Monday through Friday, 7:00 AM to 4:00 PM.

Why Join Us?

You will join a friendly team that works together to help clients. Our goal is to give great service and find smart ways to solve problems.

• Employee Stock Ownership Plan (ESOP), which means employees share in company ownership
• Health, vision, and dental insurance
• Extra insurance options
• 401(k) retirement savings plan
• Paid time off
• Floating and observed holidays
• Paid time to volunteer
• Health Savings Account (HSA)
• Life insurance
• Money back for approved training and certifications
• 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