Service Desk Analyst I (8AM - 5PM, Monday - Friday)

Synergy IT Solutions; Buffalo (NY); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Dog friendly workplace!

Job summary

Synergy IT Solutions is seeking a Service Desk Analyst I in Buffalo to diagnose and resolve end-user issues via phone or email. You’ll document problems and track progress for timely resolution, and escalate complex cases to the next level as needed.

The role supports an ownership-driven team culture, offering a standard 8:00 AM to 5:00 PM workday, with a focus on customer service, prompt responses, and accurate problem tracking.

Qualifications

• 1–2 years of experience in a Help Desk environment preferred.
• HS Diploma required.
• Excellent oral and written communications.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Logical, analytical, technical troubleshooting 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, 8AM - 5PM

Responsibilities

• Diagnose and resolve end-user issues via phone or email.
• Document and track problems to ensure timely resolution.
• Escalate more complex issues to Service Desk Analyst II.

Skills

Help desk experience

Communication skills

Analytical thinking

Technical troubleshooting

Customer service

Urgency & responsiveness

Education

HS Diploma

A+ certification

Tools

Active Directory

Microsoft Exchange

Microsoft 365

Azure Admin portal

Job description

• HS Diploma required.

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.
• HS Diploma required.
• 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,8AM - 5PM

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.

Synergy's Benefits:

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