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Position: Temporary IT Service Desk Technician
Status: Temporary/Full-time
Location: Tonawanda, NY
Compensation: $24.00 - $28.00/hour, based on experience
What We Are Looking For
NOCO is seeking a customer-focused IT Service Desk Technician to serve as the primary point of contact for technical support and service requests. The ideal candidate will have strong troubleshooting skills, a commitment to excellent customer service, and the ability to effectively diagnose, document, and resolve technical issues. This role requires collaboration with internal teams and vendors to ensure timely resolution of user incidents and requests while helping employees remain productive and connected.
What Will You Do

• Primary contact for customer requests and issues requiring IT involvement.
• Responsible for identification, logging and categorization of all end user requests and incidents related to IT products and services.
• Accountable for detailed troubleshooting and information gathering via customer conversations, log reviews, internet research, etc.
• Liaison between end users and technical teams to triage and gather additional information as required to determine root cause of reported incidents.
• Escalate issues and requests to higher level technical and application support tiers when unable to resolve requests using available tools or documentation.
• Evaluate and respond to alerts from IT networking and system monitoring tools.
• Prompt resolution of requests and issues using held knowledge, following SOPs or Known Error resolutions and workarounds, via phone, email and in person.
• Support end user usage of company hardware devices, including laptop and desktop computers, printers, cell phones, tablets, scanners, and other business-related devices.
• Support end user usage of company desktop and mobile software including Windows operating systems, Microsoft 365 Business and collaboration applications, ERP and CRM platforms.
• Laptop and desktop configuration and deployment.
• User management, including on-boarding and off-boarding, lifecycle account management including password resets, account unlocks, access management, software licensing, Active Directory changes.
• Preparing training manuals and FAQ materials for easy-access end-user guidance on IT services.
• Document procedures and knowledge in the IT Knowledge Base.
• Looks for opportunities for operational improvements and makes recommendations to optimize IT performance or prevent future problems.
• Communication to end users during major outages, planned maintenance and other information relays when required.
• Ensures agreed upon SLA's are continually met and/or exceeded.
• Periodically support user's after-hours as part of the IT after-hours support rotation

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The statements herein are intended to describe the general nature and level of work performed by employees. They are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the Company.
NOCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
What You Will Need

• Bachelor's degree or equivalent work experience. Degree in Information Systems, Computer Science or related field a plus
• Proficiency with Microsoft Windows 10/11 operating system, productivity desktop software. Experience with Microsoft 365 products a plus.
• Experience supporting Microsoft Dynamics D365, Microsoft Dynamics NAV, Epicor P21 or Service Titan a plus.
• Must be able to work well in a fast-paced, diverse environment.
• A positive customer-first attitude with a drive to help the business achieve its goals.
• Commitment to integrity and ethical behavior
• Team player able to work with associates at all levels.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds at times.

What We Offer

• Competitive compensation package
• Generous medical insurance offerings
• Dental and vision plans
• Company-paid life insurance
• Company-paid short-term disability
• 401(k) with company match
• Health savings accounts
• Generous Paid Time Off policies
• 7 paid holidays
• Employee and family assistance program
• Company-paid training
• Safety incentives
• Years of service incentives