Help Desk Technician Lead

We’re looking for a Helpdesk Technician Lead who has a solid technology foundation and a real drive to grow. This is an entry point, not a dead end.

You’ll be the first point of contact for our clients: troubleshooting everyday issues, escalating what you can’t solve, and learning the ropes of enterprise IT support in a fast-paced MSP environment.

What you’ll do

• Field inbound support tickets and calls from client end-users via our ticketing system, phone, and App.
• Troubleshoot and resolve common issues: password resets, printer/hardware problems, software installs, connectivity, Microsoft 365 support, and basic networking
• Document all work clearly and consistently
• Escalate complex issues with clear, organized notes
• Follow up with clients to ensure resolution and satisfaction
• Maintain and update client documentation and asset records
• Assist with onboarding/offboarding, basic user account administration, and routine maintenance tasks
• Identify recurring issues and suggest process or documentation improvements

• Strong organizational skills and the ability to manage multiple tickets/priorities at once
• A strong foundation in core technology concepts (Windows OS, Microsoft 365, basic networking, hardware troubleshooting)
• Genuine curiosity and a desire to keep learning and take on more responsibility over time
• Excellent communication skills, being comfortable explaining technical issues to non-technical clients, both written and verbal
• A team-first, customer-focused attitude
• Prior experience leading or mentoring a team (in any setting)
• 2 years of IT support experience

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Health savings account
• Paid holidays, Why join us
• Clear growth path: many of our senior techs started right here at Level 1
• Ongoing training, certification support, and mentorship from experienced engineers
• Collaborative team culture
• Competitive pay and benefits: 10 paid holidays per year, PTO, health insurance, 401(k), Paid Volunteer Day, financial assistance for Certification/Technology Education.

Pay: $18.00 - $24.00 per hour, * 401(k)

• 401(k) matching
• Health savings account
• Paid time off
• Professional development assistance

We are an award-winning MSP delivering IT support, cybersecurity, and infrastructure solutions to businesses across WNY and beyond. We take pride in a client-first culture, a collaborative team environment, and a genuine commitment to helping our people grow their careers and not just fill a seat.