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:

1. Follow The Golden Rule: Treat others the way we want to be treated.
2. Be A Lighthouse: Help guide others to their destination — in technology, talent, and beyond.
3. 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