Lighthouse Technology Services is growing! We’re looking for an entry-level Service Desk Technician to join our Managed IT Services team in Buffalo. This is a full-time, direct hire opportunity and will be on-site in Buffalo with hybrid flexibility.
About Lighthouse
At Lighthouse, our mission goes beyond technology — we strive to create meaningful impact through every interaction. We’re passionate about helping businesses and people reach their goals while staying true to our values:
- Follow The Golden Rule: Treat others the way we want to be treated.
- Be A Lighthouse: Help guide others to their destination — in technology, talent, and beyond.
- Light Up Those Around You: Every day is an opportunity to bring positivity, care, and energy to those around us.
If you share these values, we’d love to hear from you!
What You’ll Be Doing:
- Deliver excellent customer service and consistently strive to exceed customer expectations.
- Provide Level 1/2 technical support via phone, remote, and deskside assistance.
- Triage and prioritize incoming requests through phone and email, creating and tracking tickets in the Help Desk system.
- Document detailed technical notes and ensure issues are resolved correctly the first time.
- Assist with implementing and maintaining processes and procedures for managed service clients.
- Support customer onboarding and offboarding activities.
- Collaborate with team members to provide onsite support when needed.
- Meet or exceed Service Desk SLA and KPI targets.
- Create and maintain customer documentation.
- Provide technical support for hardware, including laptops, desktops, servers, and network equipment.
- Participate in on-call rotation for after-hours support.
- Troubleshoot and resolve hardware, software, and network issues.
- Monitor system performance and proactively identify and resolve potential issues.
- Manage resources such as network printing, storage, and virtual environments.
- Stay informed about new technologies and contribute to continuous improvement in systems and security.
- Collaborate with IT team members to resolve complex technical challenges.
What You’ll Need to Have
Experience:
- 1-2 years of IT help desk or technical support experience preferred.
- Friendly, customer service-oriented attitude
Technical Skills:
- Basic Networking: Understanding of IP addressing, DNS, DHCP, and troubleshooting connectivity issues.
- Operating Systems: Proficiency with Windows 10/11; familiarity with macOS and Linux preferred.
- Mobile Platforms: Basic troubleshooting for Android and iOS devices.
- Microsoft 365: Experience with Outlook, Teams, SharePoint, and user management (password resets, mailbox configurations, OneDrive troubleshooting).
- Hardware Troubleshooting: Diagnose and resolve issues with hardware components and peripherals.
- Active Directory: Basic user management (password resets, group membership, permissions).
- Remote Support Tools: Experience with TeamViewer, AnyDesk, or Remote Desktop.
- Ticketing Systems: Familiarity with Freshservice, Zendesk, or ConnectWise.
- Cybersecurity Awareness: Knowledge of phishing, malware prevention, antivirus tools, and basic firewalls.
- Backup Solutions: Basic understanding of tools like Veeam or Acronis for restores and backups.
- Cloud Services: Familiarity with Azure and AWS environments, including troubleshooting access and basic configurations.
Why Join Lighthouse
- Collaborative, supportive team culture
- Opportunity for professional growth and technical skill development
- Hybrid work environment in Buffalo
- A mission-driven company that values kindness, integrity, and community impact
Salary Range: $50,000-$52,000 Annually
