Buffalo, NY Area
Rochester, NY Area
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Helpdesk Specialist
Salary: $55,000-$60,000 / year
Location: Buffalo, NY
The Helpdesk Specialist is responsible for providing front-line technical support to users, diagnosing and resolving issues related to computer hardware, software, and networks. This role involves responding to support requests, documenting problems, escalating complex issues, and maintaining IT systems to ensure smooth business operations.
Essential Duties and Responsibilities:
- Provide Technical Support: Serve as the first point of contact for users experiencing technical issues via phone, email, chat, or in person.
- Troubleshoot and Diagnose: Analyze problems to determine the cause and guide users through step-by-step solutions for hardware, software, operating system, and network connectivity issues.
- Ticket Management: Log, prioritize, track, and document all support interactions and resolutions in a help desk ticketing system (e.g., ConnectWise, Zendesk, Jira).
- Escalation: Properly escalate unresolved or complex issues to higher-tier support teams, such as network administrators or software developers, and follow up with the user until resolved.
- System Maintenance and Setup: Install, configure, and perform minor repairs on computer equipment, peripherals, and software for new and existing employees.
- User Account Management: Perform account management functions, including creating new user accounts, resetting passwords, and managing permissions in systems like Active Directory or Microsoft 365.
- Documentation and Training: Create and maintain technical support documentation and training materials (e.g., user guides, FAQs, SOPs) to improve user self-help capabilities and internal procedures.
Key Skills and Qualifications:
- Technical Skills:
- Proficiency in various operating systems (Windows, Linux, macOS) and common business applications (Microsoft Office/365, Adobe products).
- Working knowledge of basic networking concepts (TCP/IP, LAN/WAN) and printer troubleshooting.
- Experience with remote desktop and diagnostic tools.
- Familiarity with help desk ticketing systems.
- Customer Service Orientation: Patience, empathy, and a commitment to providing excellent customer satisfaction.
- Communication Skills: The ability to translate technical information into non-technical terms, both verbally and in writing.
- Problem-Solving: Strong analytical and diagnostic skills to identify and resolve issues efficiently.
- Attention to Detail: Meticulousness in logging issues, documenting steps, and ensuring proper closure of tickets.
- Multitasking & Prioritization: Ability to manage a high volume of requests simultaneously and prioritize tasks in a fast-paced environment.
Systems Engineer
Salary: $60,000-$70,000 / year
Location: Buffalo, NY
The Systems Engineer is responsible for designing, implementing, supporting, maintaining, and optimizing IT infrastructure to ensure reliability, performance, and security for customers. This role is interdisciplinary, requiring a blend of technical expertise, problem-solving skills, and cross-functional collaboration.
Essential Duties and Responsibilities:
- System Design and Implementation: Collaborating with stakeholders to analyze requirements and design scalable, secure, and resilient system architectures.
- Installation and Configuration: Installing, configuring, testing, and maintaining various hardware components, operating systems (Windows, Linux, Unix, Mac), and application software.
- System Monitoring and Troubleshooting: Proactively monitoring system performance, identifying bottlenecks, and diagnosing and resolving complex hardware, software, and network issues to ensure high availability.
- Security and Data Management: Implementing security measures, access controls, data protection protocols, and managing backup and disaster recovery solutions.
- Automation and Scripting: Developing and maintaining custom scripts (e.g., using Python, PowerShell, Bash) and using automation tools to increase system efficiency and reduce manual intervention.
- Collaboration and Documentation: Working closely with software developers, network engineers, security teams, and management. Maintaining detailed technical documentation, configurations, and operational procedures is a critical aspect of the role.
Key Skills and Qualifications:
- Bachelor’s degree in Computer Science, IT, Engineering or related field preferred.
- Relevant certifications such as CompTIA A+, Network+, or ITIL a plus.
- Technical Skills:
- Proficiency with various operating systems (Linux, Windows Server, etc.).
- Experience with cloud platforms (AWS, Azure, GCP) and virtualization technologies (VMware, Hyper-V).
- Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, firewalls).
- Scripting and automation skills (Python, PowerShell, Bash).
- Familiarity with configuration management and version control tools (Ansible, Git, etc.).
- Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication skills to convey technical information to non-technical audiences.
- Strong organizational and project management skills.
- Ability to work independently and collaboratively in a team environment.
Technology Solutions Sales Representative
Salary: $50,000-$60,000 / year, plus commission
Location: Buffalo, NY
The Technology Solutions Sales Representative connects clients with technology products that solve their business challenges. Responsible for prospecting new clients and selling cloud and managed IT solutions and integrated IT services to small and medium sized businesses, by understanding client business needs, demonstrating product value, and acting as a trusted advisor. The Technology Solutions Sales Representative manages the full sales cycle from lead generation (cold calls, events) to closing deals and collaborating with technical teams (engineers, architects), and maintaining strong customer relationships for retention and upselling, while staying updated on industry trends.
Essential Duties and Responsibilities:
- Prospect & Lead Generation: Identify new opportunities via cold calling, networking, online research, events.
- Needs Assessment: Conduct discovery calls to deeply understand client challenges and technical requirements.
- Solution Selling: Present and demonstrate tailored tech solutions, highlighting benefits and ROI, explaining complex features simply.
- Sales Cycle Management: Manage from prospecting to post-sale support, including proposals, quotes, negotiations, and contract closure.
- Collaboration: Work closely with internal technical experts (engineers, architects) to customize solutions.
- Relationship Management: Build long-term client trust, ensure satisfaction, and identify upsell/cross-sell opportunities.
- Market Awareness: Stay current on tech trends, competitor offerings, and industry advancements.
- Reporting: Maintain CRM data and report on sales progress, pipeline, and results.
Key Skills and Qualifications:
- Strong sales acumen & negotiation skills.
- Deep technical knowledge.
- Excellent communication & presentation skills (explaining tech to non-tech people).
- Consultative approach & problem-solving abilities.
- CRM and CPQ proficiency.
- Often requires relevant sales experience and sometimes technical/business education.
