Service Desk Analyst I - Flexible Schedule & ESOP

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

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.