Help Desk Technician

*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

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