Job Description

Service Desk Analyst I | Direct Hire | Buffalo, NY (Hybrid) - Monday - Friday 7 AM - 4 PM 

Why This Role
If you’re an early-career Service Desk Analyst or Help Desk Technician looking to build real momentum in your IT career, this is the kind of role that sets the foundation the right way.

As a Service Desk Analyst I, you won’t just be resetting passwords and closing tickets — you’ll be the front line of IT support, solving real problems, gaining exposure to modern tools like Microsoft 365 and Azure, and learning from a collaborative team that actually invests in your growth. This is a role where you’ll build confidence, sharpen your troubleshooting skills, and develop into a stronger IT professional.

You’ll be joining a well-established technology solutions provider in Buffalo, NY that supports organizations making a real impact in the community. The environment is team-oriented, service-driven, and focused on delivering a great client experience — not just closing tickets quickly.

If you’re looking for a Service Desk Analyst role in Western New York where you can learn, grow, and be part of a supportive team, this is absolutely worth your time.

What You’ll Do

• Respond to service desk tickets via phone and email, acting as the first point of contact for end users
• Diagnose and resolve hardware, software, and basic network issues in a timely manner
• Troubleshoot Microsoft 365, Active Directory, and user access issues
• Escalate complex technical issues to senior engineers while maintaining ownership of the ticket
• Track and manage incidents through a ticketing system to ensure resolution and follow-up
• Communicate clearly with users, setting expectations and providing updates throughout the process
• Deliver a high level of customer service, ensuring a positive end-user experience
• Document issues, resolutions, and processes to support team knowledge sharing
• Support mobile devices, including Apple and Android environments
• Follow established service desk processes and continuously look for ways to improve support delivery

What You Bring

Must-Have Qualifications

• 1–2 years of experience in a Service Desk Analyst, Help Desk Technician, or IT Support Specialist role
• Solid understanding of computer hardware, software, and basic networking concepts
• Experience supporting Microsoft environments (Windows, Microsoft 365)
• Strong troubleshooting skills with the ability to think through issues step-by-step
• Clear communication skills — you can explain technical issues in a way users understand
• Strong customer service mindset and ability to stay calm under pressure
• Ability to prioritize tasks and respond with urgency in a fast-paced environment
• High school diploma or equivalent

Nice-to-Have Qualifications

• Experience with Microsoft Azure or Azure Admin Portal
• Familiarity with Active Directory and Microsoft Exchange
• A+ Certification or working toward one
• Experience supporting mobile devices (iOS and Android)

Compensation & Benefits

• Direct hire, full-time role (Monday–Friday, 7 AM - 4 PM)
• Flexible, hybrid role
• Employee Stock Ownership Plan (ESOP) — real ownership in the company
• Certification and training reimbursement to support your growth
• Flexible scheduling options
• Mileage and cell phone reimbursement
• Dog-friendly workplace
• Comprehensive health, dental, and vision coverage
• 401(k) with company participation
• Paid time off, holidays, sick leave, and volunteer time

Why Apply Through ComputerPeople Staffing

When you apply through us, you get more than a job submission. You get insider intel on the role, the team, and the culture — plus hands-on support with your resume, interview prep, and offer negotiation. All at no cost to you.