User Support Technician/Desktop Support

Hirebridge; Buffalo (NY); On-site; USD 65,000 - 70,000; Full time

Job summary

UB Associates is seeking a User Desktop Support Technician/AV professional to provide desktop, hardware, software and end-user support across the organization. This role installs, configures, maintains, and troubleshoots computer systems and peripherals while delivering excellent customer service.

The position participates in rotating after-hours on-call support. Responsibilities include first-line support, configuring Windows and Mac workstations, AV setup, and ticketing documentation.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 1–2 years desktop or technical support experience preferred.
• Strong troubleshooting on Windows, macOS, Microsoft 365, and common desktop tech.
• Excellent customer service and communication skills; valid driver's license.
• Must obtain IT certification within one year; salary increases after.

Responsibilities

• Provide first-line technical support in person, by phone, email, and ticketing system.
• Install, configure, image, and deploy Windows and Mac workstations.
• Troubleshoot hardware, software, network, printer, and peripheral issues.
• Document incidents and resolutions in the ticketing system.
• Support Windows, macOS, Microsoft 365, BOX, OneDrive, JAMF, SCCM, and BeyondTrust.
• Provide tier-one AV support during meetings, classrooms, and events.
• Travel to remote practice locations as needed.
• Participate in rotating after-hours on-call support.

Skills

Windows

macOS

Microsoft 365

AV systems

Customer service

Ticketing

Troubleshooting

Communication

Education

Bachelor's degree in IT or related field

Tools

SCCM

JAMF

Box

OneDrive

Zoom

Panopto

BeyondTrust

Job description

User Support Technician / Desktop Support

Full-Time | Onsite

Company: UB Associates
Pay Range: $65,000-$70,000
Hours: Core hours are from 8:30am-4:30pm with rotating 24/7 on-call coverage

Position Summary

UB Associates is seeking a User Desktop Support Technician/ Audio-Visual (AV) professional to provide desktop, hardware, software, and end-user support across the organization. This role installs, configures, maintains, and troubleshoots computer systems, peripherals, and business applications while delivering excellent customer service. The position participates in rotating after-hours on-call support.

Key Responsibilities

• Provide first-line technical support in person, by phone, email, and ticketing system.
• Provide teir 1 support for AV systems.
• Install, configure, image, and deploy Windows and Mac workstations.
• Troubleshoot hardware, software, network, printer, and peripheral issues.
• Document incidents and resolutions in the ticketing system.
• Install hardware components and software updates.
• Support Microsoft 365 and common collaboration tools.
• Travel to remote practice locations as needed.
• Participate in rotating 24/7 on-call support.

Requirements

• Bachelor's degree in IT or related field, or equivalent experience/certification.
• 1–2 years of desktop or technical support experience preferred.
• Strong troubleshooting skills with Windows, macOS, Microsoft 365, and common desktop technologies.
• Excellent customer service and communication skills.
• Valid driver's license and ability to travel to remote sites.
• Must obtain the required professional IT certification within one year of hire. Upon successful certification, base salary will increase by $5,000.

Preferred Qualifications

• Specific MAC/PC/application troubleshooting experience.
• Effectiveness in working with diverse people having a broad range of skill levels and disciplinary backgrounds.
• Experience with one or more of the following (or similar): Microsoft 365, Zoom, Microsoft Teams, Panopto, SCCM, BOX, OneDrive, JAMF, BeyondTrust (Bomgar), Windows 11 Pro, and macOS.
• Experience supporting higher education environments.
• Experience supporting medical practice environments.
• Experience supporting AV systems.
• Strong MAC/PC operating system troubleshooting skills.

Detailed Responsibilities

• Provide first-contact technical support for Windows and Mac workstations and related technology services.
• Provide support during core hours, extended hours, and select weekends across multiple locations.
• Diagnosing and troubleshoot hardware, software, network, and system issues.
• Coordinate downtime communications with stakeholders.
• Create, update, document, and close support tickets.
• Support users via phone, email, remote access, ticketing system, and in person.
• Install, configure, image, and deploy operating systems and software.
• Install and replace hardware components including drives, memory, network and video cards.
• Manage software licensing and workstation lifecycle.
• Maintain desktop technology and related services across practice locations.
• Use and maintain the IT knowledge base and document best practices.
• Perform password resets and account support.
• Support Windows, macOS, Microsoft 365, BOX, OneDrive, JAMF, SCCM, and BeyondTrust.
• Provide tier-one AV support during meetings, classrooms, and events.
• Assist with microphones, displays, mobile device connections, lighting, audio systems, and room controls.
• Support AV technologies including Zoom, Microsoft Teams, and Panopto.

UB Associates, Inc. is an Equal Employment Opportunity (EEO) employer.