Help Desk Technician - Lighthouse Technology Services : Job Details

*Contract-to-Hire Opportunity* Lighthouse Technology Services is partnering with our client to fill their Help Desk Technician position! This is a 3 month contract-to-hire opportunity and will be on-site in Buffalo, NY. This role will be a W2 employee of Lighthouse Technology Services. What You'll Be Doing:

• Primary support contact for user requests and issues related to IT products and services.
• Responsible for identification, logging and categorization of all end user requests and incidents.
• Accountable for detailed troubleshooting and information gathering via customer conversations, log reviews, internet research, etc.
• Liaison between end users and technical teams to triage and gather additional information as required to help determine root cause of reported incidents.
• Escalate issues and requests to higher level technical and application support tiers when unable to resolve requests using available tools or documentation.
• Evaluate and respond to alerts from IT networking and system monitoring tools.
• Prompt resolution of requests and issues using held knowledge, following Standard Operating Procedures or Known Error resolutions and workarounds, via phone, email and in person.
• Support end user usage of company hardware devices, including laptop and desktop computers, printers, cell phones, tablets, scanners, and other business-related devices.
• Support end user usage of company desktop and mobile software including Windows operating systems, Microsoft 365 application suite, ERP and CRM platforms.
• Laptop and desktop configuration and deployment.
• User management, including on-boarding and off-boarding, lifecycle account management including account creation, password resets, account unlocks, access management, software licensing, Active Directory changes.
• Preparing training manuals and FAQ materials for easy-access end-user guidance on IT services.
• Documents procedures and knowledge in the IT Knowledge Base.
• Look for opportunities for operational improvements and makes recommendations to optimize IT performance or prevent future problems.
• Communication to end users during major outages, planned maintenance and other information relays when required.
• Ensure agreed upon SLA's are continually met and/or exceeded.
• Periodically support users after-hours as part of the IT after-hours support rotation.

What You'll Need to Have:

• 2-3 years of Service Desk experience.
• Strong customer service skills for supporting internal staff across the organization.
• Proficiency with Microsoft Windows operating systems and desktop software.
• Experience supporting business applications (Dynamics D365, NAV, Epicor P21, Service Titan, Zoho, QBO preferred but not required).

Pay Range: $24-$25/hr Questions about any of our jobs? Email us at [email protected] View all of our open jobs here: jobs.lhtservices.com