Support Help Desk Technician

Acara Solutions is seeking a Support Help Desk Technician in Buffalo, NY!

Type: Direct Hire

Schedule: Monday-Friday, 100% onsite between 8AM to 5PM

Salary: $60,500-70,000K, with flexibility on experience

Essential Duties and Responsibilities

• Technical Support & Device Management
  • Provide technical assistance to all associates, including executives, ensuring seamless use of business computers and networks.
  • Build, install, service, and repair business computers and software.
  • Create, maintain, update, deploy, and remove device management policies using Microsoft Intune and Autopilot.
  • Connect business computers and peripherals to existing data networks.
• Vendor Coordination & IT Procurement
  • Serve as a liaison with third-party vendors to ensure system and network compatibility.
  • Communicate business needs and provide recommendations for software and hardware purchases.
  • Support the adoption of best-in-class tools and technologies.
• Incident Resolution & Troubleshooting
  • Diagnose and resolve complex hardware and application issues.
  • Escalate tickets requiring additional support from developers or third-party vendors.
  • Utilize remote support tools and on-site visits to address incidents.
  • Identify and analyze trends in recurring application issues.
• Software Deployment & Compliance
  • Deploy approved software updates, verifying licensing requirements and prerequisites.
  • Ensure successful installation and functionality of deployed software.
  • Maintain expertise in software delivery tools and contribute to establishing desktop standards.
• Documentation & Knowledge Sharing
  • Maintain and update knowledge base documentation.
  • Research nonstandard software requests and provide informed recommendations.
  • Perform daily ticketing activity reports and ensure proper categorization of incidents.

• Associate's degree or an equivalent combination of education and relevant experience preferred.
• 5+ years of experience in Helpdesk operations or Call Center Support for Windows-based systems.
• Expert knowledge of desktop software, including Microsoft Intune, Autopilot, Windows 10, Microsoft Office Suite, ticketing software, antivirus solutions, Adobe Acrobat, and printing.
• Experience with enterprise Office 365 in a hybrid federated deployment, including Azure Active Directory Services, Exchange, SharePoint, OneDrive, and Teams.
• Proficiency in writing and executing PowerShell scripts.
• Strong understanding of iOS and Android device configuration.
• In-depth knowledge of TCP/IP, DNS, and LAN/WAN networks.
• Familiarity with the Software Development Life Cycle (SDLC)

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.