Service Desk Technician I

Socket.dev; Buffalo (NY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid Time Off (PTO) and holidays

Sick time as per local requirements

Life insurance and disability coverage

Career advancement opportunities

Exposure to advanced manufacturing and

large-scale industrial projects

Job summary

GTI is seeking a Service Desk Technician I to be the first point of contact for employees needing technical assistance, delivering timely IT support across manufacturing facilities and corporate offices. You will manage desktop support, account administration, device lifecycle, and Microsoft 365 usage, while following IT standards and service delivery processes.

The role emphasizes customer service, clear communication, and efficient incident resolution, with on-site support across multiple

Qualifications

• Experience supporting Windows and Microsoft 365 environments.
• Basic knowledge of Active Directory and Microsoft Entra ID.
• Strong troubleshooting, customer service, and communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Diagnose and resolve Tier I and Tier II technical issues.
• Escalate complex issues to appropriate IT teams when needed.
• Maintain accurate ticket documentation in the ITSM platform.
• Meet established SLAs.

Skills

Windows support

Microsoft 365

Active Directory

Microsoft Entra ID

Troubleshooting

Customer service

Communication

Tools

Freshservice

ITSM platform

Job description

GTI is a contract manufacturing partner supporting customers in renewable energy, power generation, infrastructure, and industrial systems.

We fabricate custom designed, purpose-built enclosures and skids for our customers and perform mechanical and electrical integration in-house, delivering a true turn-key product to our customers. Our scope spans Engineering, prototype builds, through full production, requiring teams that can move fast, adapt, and execute with precision.

GTI Values: Safety I Quality I Customer Obsession I Speed I Agility

Position Overview

The Service Desk Technician I serves as the first point of contact for GTI employees requiring technical assistance, ensuring timely resolution of technology issues while delivering exceptional customer service. Reporting to the Service Desk Manager, this role supports employees across GTI's manufacturing facilities and corporate offices by providing desktop support, account administration, device lifecycle management, Microsoft 365 support, and general IT operational assistance. The Service Desk Technician I plays a key role in ensuring employees have the technology, access, and support needed to perform their jobs efficiently while following established IT standards and service delivery processes.

Key Responsibilities

Service Desk Operations

• Serve as the first point of contact for IT support requests.
• Diagnose and resolve Tier I and Tier II technical issues.
• Escalate complex issues to Systems Administrators, Engineers, or other IT teams when appropriate.
• Maintain accurate ticket documentation within the IT Service Management (ITSM) platform.
• Meet established Service Level Agreements (SLAs).

End-User Support

• Support Windows workstations, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, printers, VPN, MFA, and standard business applications.
• Install, configure, and troubleshoot hardware and software.
• Provide remote and onsite support as required.

Identity & Access Management

• Create and disable user accounts.
• Reset passwords, unlock accounts, assign Microsoft 365 licenses, and manage group memberships.
• Support onboarding and offboarding activities.

Device Lifecycle Management

• Prepare, image, deploy, recover, and inventory laptops, desktops, mobile devices, and peripherals.
• Maintain asset tags and inventory records.
• Coordinate warranty repairs and hardware replacements.

Site Technology Support

• Support conference rooms, AV equipment, printers, scanners, manufacturing workstations, and shared devices.
• Assist with office moves, workstation setups, and technology deployments.

Documentation & Continuous Improvement

• Maintain knowledge base articles and standard operating procedures.
• Document repeatable solutions and identify opportunities for process improvement.

Project Support

• Assist with technology refreshes, facility expansions, hardware rollouts, inventory audits, and other IT initiatives.

Requirements

Required

• Experience supporting Windows and Microsoft 365 environments.
• Basic knowledge of Active Directory and Microsoft Entra ID.
• Strong troubleshooting, customer service, and communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Preferred

• Manufacturing environment experience.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with Freshservice or another ITSM platform.
• Experience with Microsoft Intune or Endpoint Manager.

Success Metrics

• First-call resolution rate.
• SLA compliance and ticket resolution times.
• Customer satisfaction.
• Accurate and timely device deployments.
• Asset inventory accuracy.
• Quality of documentation and knowledge base contributions.

Benefits & Perks

• Medical, dental, and vision insurance
• 401(k) with company match (where applicable)
• Paid Time Off (PTO) and paid holidays
• Sick time in accordance with state and local requirements
• Company-paid life insurance and disability coverage
• Career advancement opportunities within a rapidly growing organization
• Exposure to advanced manufacturing, modular infrastructure, and large-scale industrial projects
• Collaborative, fast-paced environment with strong operational and engineering leadership
• Employee-focused culture centered on safety, quality, accountability, and continuous improvement

Benefits eligibility and offerings may vary based on position, location, and employment classification.

GTI promotes a diverse and inclusive workforce and is an Equal Opportunity Employer that does not discriminate against employees or applicants for employment on the basis of race, color, national origin, ancestry, age, religion, sex, gender, gender identity, gender expression, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other Federal or State legally-protected classes. We also value the safety of all employees and work hard to maintain a Drug Free Workplace.