Technical Support Analyst - Buffalo, NY (Hybrid)

As a Technical Support Analyst, you’ll support day-to-day technical operations and help ensure a strong client experience. Key responsibilities include:

• Serving as a first point of contact for client issues received by phone, email, and ticketing systems
• Troubleshooting Microsoft 365, workstation, access, connectivity, and general desktop issues
• Performing onboarding and offboarding tasks across Microsoft 365, Entra ID, and Active Directory
• Supporting identity and device administration, including enrollment and compliance activities
• Monitoring alerts across endpoints, servers, backups, and cloud services
• Assisting with server patching, system maintenance, and backup/disaster recovery checks
• Deploying and supporting workstations, laptops, mobile devices, and other endpoint solutions
• Using existing automation tools and scripts to complete routine tasks efficiently
• Maintaining accurate tickets, time entries, documentation, and knowledge base records
• Participating in a rotating after-hours support and maintenance schedule for urgent issues and updates

What Success Looks Like

In this role, you’ll thrive if you:

• Approach problems logically and communicate clearly
• Learn new systems and tools quickly
• Follow standards, documentation, and security best practices
• Look for ways to improve efficiency and reliability
• Collaborate well with teammates and senior engineers
• Pay close attention to detail in both technical work and documentation
• Are technically curious, service-minded, and eager to learn

Do you have experience in macOS?, Do you have a Bachelor’s degree?, * 1-2 years of hands-on IT support experience, or equivalent technical training, degree work, or lab experience

• Working knowledge of Microsoft 365 administration, identity concepts, and user/group/permission management
• Basic understanding of TCP/IP, DNS, DHCP, routing, and standard troubleshooting methods
• Experience supporting Windows 10/11, macOS, basic Windows Server roles, and Active Directory or virtualized environments
• Strong problem solving, communication, and customer service skills, with the ability to follow documented procedures and handle client phone and email support, * Bachelor’s degree in Computer Science, Information Systems, or related field
• Exposure to Intune, Entra ID, Azure tools, backup and disaster recovery platforms, or cybersecurity best practices
• Experience with PowerShell, scripting, or other command-line tools
• Prior experience in an IT, managed services, or multi-tenant environment
• Relevant certifications such as CompTIA Network+, Security+, or Microsoft Certified: Azure Fundamentals

2.52.5 out of 5 stars 1 W Seneca St Ste 3000, Buffalo, NY 14202 $62,500 - $69,500 a year - Full-time, * FLSA Category: Exempt, full-time

• Supervisory Responsibilities: None
• Location: Buffalo, NY (hybrid)
• Work Environment: Professional office and IT environment, with occasional travel to client sites for on-site support and deployments
• Other Expectations: Reliable high-speed internet and a smartphone are required for authentication and on-call support
• Compensation Range: $62,500-$69,500

PCI is Western New York’s leading information technology service provider. For more than 40 years, we’ve focused on core client relationships, controlled growth, and IT infrastructure support services. Our clients leverage our IT and industry expertise across cloud computing, IT-as-a-Service, IT security, and service desk support. At PCI, our mission is to provide certainty in an uncertain world-enabling our employees and clients alike to sleep better at night.