Service Desk Technician

• Respond to customer inquiries quickly, courteously, and professionally, ensuring a positive client experience
• Answer incoming phone calls from the office and provide clear, friendly technical assistance
• Travel on-site to client locations to deliver hands-on support and build strong relationships
• Monitor, document, and escalate tickets according to SLAs, maintaining accurate and detailed case notes
• Provide desktop support in person, over the phone, and remotely, using sound judgment and effective decision-making
• Perform scheduled remote maintenance and follow established service desk protocols
• Adhere to departmental policies for reporting, change control, and request management
• Manage multiple tickets, calls, and projects simultaneously while staying organized and efficient
• Own issues through resolution while knowing when and how to escalate to the appropriate team member
• Operate with client satisfaction in mind, maintaining a pleasant and professional demeanor in all interactions
• Submit timesheets promptly and ensure no ticket is left unattended

Do you have experience in macOS?, Do you have a Associate's degree?, * Associate degree in Computer Science or equivalent experience

• CompTIA A+ or similar certification
• 5+ years of technical support or help desk experience (MSP preferred)
• Strong troubleshooting skills and familiarity with support tools
• Experience with antivirus platforms (ESET, SentinelOne, Windows Defender)
• Proficiency with remote access tools (LogMeIn, ScreenConnect, TeamViewer, VNC)
• Working knowledge of DNS, DHCP, firewalls, AD, and mail flow
• Experience supporting iOS/Android devices and Windows 11/Microsoft 365
• Reliable vehicle and ability to travel throughout Western NY
• MacOS or PC-building experience is a plus

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, Pay: $26-$36 per hour, based on experience

Schedule: Monday-Friday, 8:00 AM-5:00 PM, with overtime opportunities

Perks & Benefits:

• Health, dental, and vision insurance
• HSA/FSA
• Life insurance
• Short- and long-term disability
• Bonus structure
• PTO
• 401(k) with company match
• Growth opportunities
• Incentives for earning additional certifications

Just Solutions, Inc. has been supporting businesses across Western New York for over 25 years. We deliver comprehensive IT solutions - from network infrastructure and cloud services to security and support - and we're growing fast. If you want to build your skills, take on meaningful work, and be part of a team that values your development, you'll fit right in.