Analysis Skills, Communication Skills, Customer Support/Service, Desktop Administration, Desktop PC, Establish Priorities, Help Desk, Identify Issues, Incident Response, Laptop PC, Leadership, On Site Support, Operating Systems, Presentation/Verbal Skills, ServiceNow, Software Patches, Standard Operating Procedures (SOP), System Validation, Systems Maintenance, Technical Support, Telephone Skills, Trend Analysis, VPN (Virtual Private Network), Writing Skills
LOCATION
Buffalo, NY
POSTED
1 day ago
Lighthouse Technology Services is partnering with our client to fill their Desktop Support Technician position! This is a 6+ month contract opportunity and will be hybrid in Buffalo. This role will be a W2 employee of Lighthouse Technology Services. No C2C.
Position Overview:
The Desktop Support Technician will provide advanced onsite technical support and serve as a key escalation point for complex desktop, laptop, VPN, mobility, and application-related issues. This role will support senior-level executives and internal employees by troubleshooting incidents, coordinating with technical teams for remediation, and ensuring a high level of customer service and professionalism. The ideal candidate will be polished, technically confident, and experienced working within enterprise support environments.
What You'll Be Doing:
Respond to and resolve help desk escalations based on training and standard operating procedures
Take and manage escalated incident calls through ServiceNow
Troubleshoot and resolve technical incidents, including hardware, software, VPN, mobility, and application issues
Provide onsite desktop and laptop support for employees and senior executives
Perform systems maintenance activities such as patching, health checks, operating system updates, and validation of changes
Analyze and isolate technical issues while coordinating with technical teams for remediation efforts
Develop and maintain a working knowledge of diagnostic and troubleshooting tools
Complete work orders and assigned project tasks in accordance with operational standards
Monitor trends and tendencies related to recurring technical issues and assist with investigations
Communicate technical issues and updates clearly to management and end users
What You'll Need to Have:
Strong experience with troubleshooting desktop, laptop, VPN, mobility, and application-related issues
ServiceNow experience is required
Ability to provide polished, professional support to senior-level executives
Strong verbal and written communication skills with the ability to communicate technical concepts clearly
Experience handling escalated technical incidents and coordinating with multiple technology teams
Proven customer service and customer support skills
Strong onsite support experience in an enterprise environment
Experience identifying issue trends and assisting with investigations and remediation
Ability to prioritize and manage multiple work assignments effectively
Minimum 3 years of related technical support experience preferred; 5+ years strongly preferred
Preferred Qualifications:
Experience supporting enterprise environments and executive leadership teams
Associate degree in a technology-related field
Certifications or specialized technical training
Pay Range: $28-$33+/hr
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