2 Sr. Help Desk Engineer Jobs in Buffalo, NY

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Sr. Help Desk Engineer

CINQCARE

Buffalo, NY | Full Time

$98k-125k (estimate)

3 Weeks Ago

IT Help Desk Coordinator

Imagine Staffing Technology, An Imagine Company

Buffalo, NY | Full Time

$49k-61k (estimate)

7 Days Ago

Sr. Help Desk Engineer

CINQCARE Buffalo, NY

$98k-125k (estimate)

Full Time 3 Weeks Ago

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CINQCARE is Hiring a Sr. Help Desk Engineer Near Buffalo, NY

CINQCARESenior Help Desk Support EngineerPosition Description

OverviewThe Senior Desktop Support Engineer reports to the IT Service Desk Manager with accountability for providing strategy, judgment, organization, and evidenced-based analysis to influence decisions, and directly to meet CINQCARE requirements. This engineer is a crucial role that provides technical support to end-users, handles complex incidents and service requests, and ensures high levels of customer satisfaction. The role is responsible for resolving escalated issues that cannot be resolved at the Tier 1 level. The ideal candidate should be customer-focused, technically competent, and able to work in a fast-paced environment.They should embody CINQCARE’s core values, including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded. At CINQCARE, we don’t have patients or customers – we have Family Members.Job Responsibilities The Senior Desktop Support Engineer will have the following responsibilities:

Experience Imaging computers and creating a new image (windows OS and adding software packages and business applications as needed)
Experience in Microsoft O365 Admin center
Experience with Asset Management
Experience with User Communications
Willing to travel to New York City, and Buffalo, NY on short notice to help with complex IT issues. Relating to computer hardware, software, OS and networking issues. Must resolve the computer problems 100%.
Maintains detailed and up-to-date licenses and hardware/software inventory.
Creates technical and end-user documents and maintains a knowledge base in the ticketing system.
Conducts training on new processes, procedures, technology, and best practices.
Provides rapid responses and ownership of issues and requests reported by end users via Microsoft Teams chat, telephone, or email.
Ability to provide customer service, with a high level of communication with staff.
Supports conference room technology as needed for remote meetings, utilizing Zoom / Teams
Supports Windows and MacOS devices remotely, using remote management software.
Performs general technical support and troubleshoots software, hardware, and cabling.
Performs installs, moves, additions, changes, and depreciation of technical hardware.
Responsible for logging, tracking, and reporting incidents through resolution using ticketing system.
Manages printer installation, configuration, and trouble shooting.
Provides end-user training & education on technologies, best practices, and company policies.
Provides second-level technical support to end-users, ensuring all incidents and service requests are resolved within SLAs.
Analyzes and troubleshoots complex hardware and software issues that cannot be resolved at the Tier 1 level.
Develops and maintains a knowledge base to document solutions to common issues.
Collaborates with other IT teams to provide solutions to complex technical issues.
Mentors and trains Tier 1 support staff on resolving technical issues and providing excellent customer service.
Conducts root cause analysis of recurring incidents and recommends improvements to prevent future occurrences.
Participates in ongoing IT projects and initiatives.
Ensures all support interactions are professional and customer-focused.
Administers multiple SaaS platforms i.e., Microsoft Azure, Microsoft 365, and other company applications.
Troubleshoot issues on Mobile Devices.

General DutiesThe Senior Desktop Support Engineer will have the following duties:

Leadership: The Senior Desktop Support Engineer will lead in defining and executing strategies and solutions to create business value in [area], including building a team to design, develop, and execute those strategies and solutions to deliver desired outcomes.
Strategy: The Senior Desktop Support Engineer will establish the business strategy and roadmap: (1) improve outcomes for CINQCARE Family Members; (2) enhance the efficacy of other CINQCARE. business divisions; and (3) develop and deliver external market opportunities for CINQCARE products and services. In establishing the business strategy, the Senior Desktop Support Engineer will define and innovate sustainable revenue models to drive profitability of the Company.
Collaboration: The Senior Desktop Support Engineer will ensure that [area] capabilities form a cohesive offering, including by working closely with other business divisions to learn their needs, internalize their knowledge, and define solutions to achieve the business objectives of CINQCARE.
Knowledge: The Senior Desktop Support Engineer will provide subject matter expertise in the [area] solutions, including determining and recommended approaches for [specify] , solution deployment and performance evaluation.
Culture: The Senior Desktop Support Engineer is accountable for creating a productive, collaborative, safe and inclusive work environment for the [area] team and as part of the larger Company.

Qualifications The Senior Desktop Support Engineer should have the following qualifications:

Education: Bachelor's Degree in an IT related field or combination of 5 years related work experience

Experience: At least 5 years of IT Help Desk experience. Mac OS desktop and iOS device experience in a networked environment, CompTIA Security , A , Microsoft, and ITIL certifications are highly desired. Advanced knowledge of networking concepts such as TCP/IP, DNS, DHCP, VLANs, and VPNs. Experience with virtualization technologies such as VMWare or Hyper-V. Familiarity with Active Directory and Group Policy. Experience with ticketing systems and ITIL processes and assist with IT Projects as required.

Entrepreneurial: CINQCARE seeks to fix gaps that have persisted for generations in the delivery of care to Black and Brown populations. This position is accountable for ensuring CINQCARE is positioned to innovatively deliver on its promise. Strong knowledge and understanding of Microsoft Office 365/Teams/Outlook for Windows and Mac. Knowledge of cloud-based services such as Google Workspace

Communication: Excellent verbal, written communication and presentation skills; ability to clearly articulate and present concepts and models in an accessible manner to CINQCARE’s team, investors, partners, and other stakeholders. Proficiency in all Microsoft Office applications.
Relationships: Ability to build and effectively manage relationships with business leaders and external constituents; and,
Culture: Good judgement, impeccable ethics, and a strong team player; desire to succeed and grow in a fast-paced, demanding, and entrepreneurial Company. Ability to work independently on daily tasks and projects.