Buffalo
Administrative Offices - Amherst, NY 14226 Salary Range $65,000.00 - $75,000.00 Salary/year Position Type Full Time Job Shift Full Time (5 day workweek) Education Level 2 Year Degree Travel Percentage None Category Information Technology About the Role In this role, you'll serve as an escalation point for Tier 1 support, resolving complex issues across Windows endpoints, Microsoft 365, networking, and Active Directory/Entra ID environments. You'll combine hands-on troubleshooting with light systems administration, and you'll help mentor junior technicians and improve our documentation and processes along the way. • Serve as an escalation point for Tier 1, resolving complex hardware, software, and account issues, • Diagnosing and resolve issues across Windows 11 endpoints, Microsoft 365 services, and networking, • Administer user accounts, groups, and access controls in Active Directory and Entra ID, • Deploy and maintain endpoint policies, patches, and security tools via RMM/MDM platforms, • Perform routine maintenance and troubleshooting on Windows Server and VMware infrastructure, • Identify root causes of recurring issues and implement lasting fixes, • Write and maintain clear knowledge base articles for Tier 1 and end users, • Prioritize and manage escalated tickets according to business impact and SLA commitments, • 2+ years in a Level 1/2 IT support role, • Relevant certifications, e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, or similar a Plus, • Dealer Management (CDK, Tekion) Experience a Plus Windows & Hardware • Strong knowledge of Windows 11 configuration and the registry (macOS a plus), • Diagnoses boot, profile, driver, BitLocker, printing, application, Outlook, performance, and hardware issues using Event Viewer, Reliability Monitor, Task Manager, Device Manager, Services, and command-line tools Microsoft 365 • Troubleshoots Outlook profiles, Autodiscover, Exchange Online mailbox access, shared mailboxes, and distribution groups, • Supports Teams, OneDrive sync, SharePoint access, and Office activation/licensing Active Directory / Entra ID • Creates and manages users, groups, OUs, and group membership; resolves password and account issues, • Manage Group Policy, user permissions, and enterprise access controls, • Troubleshoots hybrid identity, MFA, SSO, Conditional Access outcomes, and Entra sign-in logs MDM / RMM & Deployment • Deploys and troubleshoots policies, applications, updates, antivirus/EDR, and disk encryption using the organization's RMM/MDM tools, • Manages remote support, device inventory, and compliance reporting Networking • Troubleshoots TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, routing basics, network-printer connectivity, and remote-site issues, • Experience with ipconfig, ping, nslookup, tracert, Test-NetConnection, and packet/log evidence rather than guesswork File Access • Distinguish SMB share permissions from NTFS permissions, • Identifies group-based access, inheritance breaks, explicit deny entries, and effective-access problems Security • Recognizes phishing, malware/EDR alerts, risky sign-ins, MFA failures, local admin exposure, weak permissions, and certificate/encryption issues, • Escalates potential incidents promptly while preserving evidence Servers & Virtualization • Performs routine checks and troubleshooting for Windows Server services, shares, DNS/DHCP, scheduled tasks, and backups, • Handles basic VMware VM management, disk capacity monitoring, and service failures PowerShell • Reads and safely modifies basic scripts; collects logs; queries AD/Entra/Exchange information, • Automates repeatable admin tasks and understands script output and errors Soft Skills & Process • Performs root cause analysis rather than applying temporary fixes, • Writes clear, step-by-step technical documentation for Tier 1 and end users, • Strong listening skills, • Manages ticket lifecycle by prioritizing escalated tickets based on business impact and SLA deadlines