28 Help Desk jobs in Buffalo

Job Summary

The IT Service Desk Manager oversees the daily operations of IT support team, ensuring exceptional customer service and the timely, efficient resolution of IT issues across the organization. This role manages support team performance to maintain high-quality technical assistance, effective service request handling, appropriate escalation, and continuous improvement of service delivery processes.

Duties and Responsibilities

• Demonstrate our core values of being patient centered, team focused, service driven, accountable, and innovative every day.

• Manage the daily operations of the IT Service Desk, including team member scheduling, ticket management, and quality assurance.

• Configure and maintain IT Service Management (ITSM) system and processes for multiple functional areas.

• Maintain inventory of IT assets and manage software licensing compliance.

• Monitor key IT Service Desk metrics—including response times, resolution rates, and customer satisfaction—and implement strategies to meet or exceed service level agreements (SLAs).

• Lead and mentor a team of IT support specialists, providing guidance, training, performance evaluations, and professional development.

• Oversee IT tickets to ensure all incidents and service requests are properly logged, prioritized, tracked, and resolved.

• Develop and enforce standardized troubleshooting procedures, escalation paths, and knowledge base documentation.

• Serve as the primary escalation point for complex or high-impact technical issues, providing support and ensuring timely resolution.

• Collaborate with IT teams and other departments to improve service delivery and manage end-user communication during incidents or outages, ensuring transparency and timely updates. Consistently evaluate and recommend new tools, systems, or process improvements to enhance IT Service Desk efficiency and user experience.

• Identify recurring issues and work with technical teams to implement long-term solutions.

• Support onboarding and offboarding processes from an IT access and equipment perspective.

• Evolve in your role when performing supplemental responsibilities as assigned.

Qualifications

Requirements and Qualifications

• Bachelor's degree in a related field preferred; an associate degree plus 5 years of relevant experience may be considered.

• Minimum of 5 years of experience in IT support or service desk environments, with at least 2 years in a leadership or management role.

• Strong knowledge of IT Service Management (ITSM) tools and processes; Information Technology Infrastructure Library (ITIL) knowledge is desirable, certification is a plus.

• Proficiency in service desk software and IT ticketing systems.

• Demonstrated experience in effective communication, leadership, customer service, and problem-solving skills are highly desirable.

• Experience managing performance metrics and reporting a plus.

• Ability to lead through change, manage multiple priorities, and work under pressure.

• Healthcare IT experience, including knowledge of HIPAA regulations and EMR/EHR systems, is a plus.

• Computer skills required with minimum proficiency in Microsoft Word, Excel, Outlook, and Teams.

Physical Demands

• Manual and finger dexterity and eye-hand coordination to enter data and operate office equipment

• Corrected vision and hearing within normal range to observe and communicate with patients, providers, and staff.

• Frequently remaining in a stationary position, often sitting for prolonged periods working on a computer, telephone, copy/fax machine, and other office equipment

• Occasional standing and walking required

• Occasional lifting and carrying items weighing up to 10 pounds.

Benefits

We offer a comprehensive benefits package that includes health (with employer contribution), dental, and vision insurance, employer paid base life, and other voluntary benefits*. Time off benefits include paid combined time off (CTO) and seven paid holidays, plus a floating holiday after one year of service. Retirement benefits include a 401(k) with company contribution and profit sharing after one year of service. Qualified team members become eligible to participate in medical benefits on the 1st of the month following date of hire, and retirement benefits after 90 days.

We also provide professional development opportunities, flexible work schedules, wellness incentives, healthy vending options, and relaxed dress code on Fridays. Our community-focused culture encourages participation in local events, fundraisers, and causes chosen by our team. We are committed to providing our employees with the resources they need to thrive both personally and professionally.

*Other voluntary benefits include Voluntary Short Term Disability, Long Term Disability, Critical Illness, Accident Insurance, Supplemental Life Insurance, and legal and identity protection and pet insurance.

Who We Are

Excelsior Orthopaedics is a multi-specialty orthopedic practice that has been providing comprehensive care since 2002. We have multiple locations throughout the Western New York region and a free-standing ambulatory surgery center, Buffalo Surgery Center. Excelsior Orthopaedics offers a suite of in-house services including general orthopaedic evaluation and treatment, podiatry, physical & occupational therapy, nutrition counseling, sports training, outreach athletic training, orthopaedic express care, imaging, durable medical equipment, and an outpatient total joint program. Buffalo Surgery Center provides surgical and procedural treatments for orthopaedic, pain and spine, podiatry, total joint replacement, and gastrointestinal patients. Our mission is to transform the lives of our patients by restoring function and enhancing quality of life. We are committed to innovative care that is driven by patient needs and supported by the most skilled, experienced team in Western New York.

The pay range for this position is determined based on several factors, including the candidate’s years of experience, qualifications, training, licenses, designations, and the overall market conditions.

This job description does not state or imply that the duties and responsibilities listed are the only ones required of this position. Team members in this role will be required to perform other job-related duties at the discretion of the employer and may have additional duties assigned as necessary.

Excelsior Orthopaedics and Buffalo Surgery Center are committed to the full inclusion of all applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

• Advanced Incident Resolution:
  • Diagnose and resolve complex technical issues related to desktops, laptops, mobile devices, printers, network connectivity, and manufacturing-specific software (e.g., SAP systems, MES, SCADA).
  • Provide support for Microsoft Windows operating systems (various versions), Microsoft Office Suite, and other standard business applications.
  • Troubleshoot and resolve issues with office and industrial PCs, HMIs (Human-Machine Interfaces), and other office and production floor technology such as IOS and Android devices.
  • Perform remote troubleshooting and support for users across various shifts and plant locations.
• Problem Management:
  • Identify recurring issues and work to find root causes and permanent solutions.
  • Contribute to the development of knowledge base articles and technical documentation to improve self-service capabilities and Level 1 support efficiency.
• System Administration & Maintenance:
  • Assist with user account management (creation, modification, deletion) in Active Directory and other systems.
  • Configure and deploy new hardware and software.
  • Perform routine system checks and maintenance tasks as assigned.
  • Support network connectivity for manufacturing equipment and office systems.
• Collaboration & Escalation:
  • Collaborate closely with Level 1 Service Desk technicians, providing guidance and training.
  • Effectively escalate complex or critical issues to Level 3 support or specialized IT teams (e.g., Network, Systems, Applications) with detailed problem descriptions and troubleshooting steps.
  • Communicate effectively with end-users, keeping them informed of progress and managing expectations.
• Manufacturing Environment Specifics:
  • Understand the criticality of uptime in a manufacturing setting and prioritize issues accordingly.
  • Work safely and adhere to all plant safety regulations.
  • Potentially provide on-site support to production lines as needed.
• Documentation & Reporting:
  • Maintain accurate and detailed records of all incidents, requests, and resolutions in the IT Service Management (ITSM) system.
  • Generate reports on common issues, resolution times, and service desk performance as required.
• Continuous Improvement:
  • Stay up-to-date with new technologies and industry best practices.
  • Proactively identify opportunities to improve IT services and processes.

• Education:
  • Associate's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.
  • Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional) are a plus.
• Experience:
  • 3+ years of experience in a Service Desk or IT Support role, with at least 1-2 years at a Level 2 capacity.
  • Prior experience in a manufacturing or industrial environment is highly preferred.
  • Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk).
• Technical Skills:
  • Strong proficiency in troubleshooting Microsoft Windows operating systems (Windows 10/11) and Microsoft Office 365.
  • Strong proficiency in mobile devices and operating systems, IOS and Android
  • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Familiarity with Active Directory user and computer management.
  • Experience with hardware diagnostics and repair for desktops, laptops, printers and other business and manufacturing peripherals.
  • Basic understanding of server concepts (file shares, print servers).
  • Knowledge of manufacturing-specific software/hardware (e.g., PLCs, SCADA, MES, ERP systems like SAP, Oracle, Infor, Epicor is a significant advantage.

• Health, dental, and vision insurance
• 401(k) with company match
• Performance bonuses
• Paid vacation days and holidays.
• Minimum - Anticipated Maximum Salary: $65,000 - $80,000

Customer Technical Support Representative

About the Role:
In this opportunity as Customer Technical Support Representative , you will:

• Log and classify all calls and requests for assistance in the call tracking database.
• Respond to customers' inquiries relating to technical issues with software, online or electronic products.
• Filter and escalate inquiries as appropriate.
• Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate procedures to respond to issues, resolving as many queries as possible on the first call.

Scheduling:

• Full time, potential 2nd Shift(2-10:30pm central)
• Potential need to work Company Holidays
• Weekend shift as part of regular schedule

Training:

• 4 weeks paid training
• Training Hours: 8 to 4:30pm central
• Day hours for 2 3 months before moving to 2nd shift

The successful candidate must be able to obtain and maintain a security clearance as a condition of employment. This requirement is necessary to support certain customers and products within our organization.

About You:
You're a fit for the role of Customer Technical Support Rep if your background includes:

• Two-year technical degree or equivalent experience.
• Basic hardware and software troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to actively listen and comprehend complex technical issues.
• Maintain a positive service attitude with the ability to understand and empathize with customer concerns.
• Ability to think critically.
• Call center experience preferred.

#LI-JF1

What's in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

Learn more on how to protect yourself from fraudulent job postings here.

More information about Thomson Reuters can be found on thomsonreuters.com.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Specialist. In this role, you will play a key part in supporting our client's business operations by assisting customers, partners, and internal teams. Your primary responsibilities will include delivering exceptional service, responding to inquiries, resolving issues efficiently and professionally, and maintaining thorough documentation of all interactions.

The ideal candidate will have 2-3 years of experience in a customer support role and demonstrate the ability to work independently once trained. Success in this position requires a self-starter who can manage tasks autonomously, show initiative, and exercise sound judgment with minimal supervision. A strong interest in learning and growing within a small, entrepreneurial environment is also essential.

• Respond to customer calls and emails with timely, accurate support
• Manage and follow up on trouble tickets using our CRM and ticketing system
• Document all interactions thoroughly and consistently
• Collaborate with team members to ensure high-quality service
• Suggest process improvements and help enhance internal workflows
• Support cross-functional teams as needed (billing, sales ops, etc.)
• Participate in a rotating weekend on-call schedule

• Bachelor's degree
• 2-3 years of customer support experience
• Strong self-management and communication skills
• Willingness to learn in a fast-paced, entrepreneurial environment
• Valid driver's license and reliable vehicle
• QuickBooks experience is a plus

Job Description

The Opportunity:

We're delighted you've chosen LCR to assist you in finding your ideal professional match. We'll assist you in reaching, stretching, and realizing your full potential. Increase your chances of success by creating your own personalized professional path. Earn More with Market-Leading Compensation. And work in an environment that treats you like family and gives back to the community. A universe of possibilities awaits you. Let's get this party started!

We are looking for courteous, professional Technical Support Representatives to represent our clients by providing first-rate phone service to their customers. The Customer Service Call Center Agent may handle a high volume of inbound or outbound calls and should strive to provide each caller with a positive experience. Customer Service Call Center Agents will listen to customers to understand why they are calling, address all inquiries, and provide an accurate and efficient response.

Job Summary:

We are searching for polite, professional Technical Support Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Support Agent may handle a high volume of inbound or calls and should seek to create a positive experience for each caller. Technical Support Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.

Responsibilities:

• Answer inbound calls and greet customers with energy and enthusiasm.
• Assist callers with mobile devices. Troubleshooting devices.
• Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
• Meet department productivity and quality standards.
• Strive for first call resolution and take true ownership of customer needs and issues.
• Communicate and follow instructions for one call customer resolution.
• Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
• Take an active role in educating customers about our clients products and services.

Requirements:

• Work from Home position
• Equipment Provided
• 1+ years of customer service experience required.
• Must have at least 1 year of technical support experience with mobile phones.
• HS Diploma or GED/equivalent.
• Computer literacy and typing skills of 25 words per minute.
• Self-motivated and able to adapt and comprehend changes in business processes or procedures.

About Lehman Consulting and Recruiting

Lehman Consulting and Recruiting has years of experience matching candidates with their perfect positions! At LCR, we understand just how competitive todays job market is and have a proven track record of helping candidates turn their passions into a reality. Let us help you find your perfect match today!

LCR is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.