Help Desk Support Specialist

Buffalo Public Schools is seeking a Help Desk Support Specialist to serve as the first point of contact for level-one user and vendor support. This on-site role sits within the Information Technology Department in Buffalo, NY. The position offers a salary range of $46,493 to $53,584 per year and is filled as provisional for two openings. You will work within established SOPs and SLAs, with opportunities for ongoing training and collaboration with IT staff, vendors, and field technicians.

In this role you will diagnose and troubleshoot common computer problems, document interactions, and escalate issues to appropriate staff as needed. You will track inquiries, coordinate problem-solving efforts, and follow up to ensure resolution. The position emphasizes professional development through regular technical and communication training, preparation for new releases, and participation in special projects as required.

Responsibilities

• Perform duties in accordance with the department's Standard Operating Procedures manual and the specified Service Level Agreement
• Provide customers with first-level diagnosis and troubleshooting of computer problems related to software, basic hardware issues, word processing, spreadsheets, accounting systems, and specific applications
• Understand common problem inquiries to offer immediate solutions
• Track all customer contacts, research questions and issues, and resolve each interaction to the customer’s satisfaction
• Escalate problems to second or third-level support personnel when appropriate, via proper escalation procedures
• Dispatch calls to field technicians as required
• Conduct follow-up checks to ensure that problems were resolved
• Document all inquiries, calls, and contacts with details and sufficient information for support personnel
• Coordinate problem-solving efforts with support personnel, vendors, and users, as needed
• Regularly attend technical and communication training sessions
• Apply new information to work processes
• Prepare for new releases and rollouts to anticipate customer inquiries
• Attend staff meetings and maintain a record of information discussed
• Participate in special projects on an as-needed basis
• Perform related duties as required

Requirements

• (A) Associates Degree from an accredited college, university, or technical institute in Computer Science or a closely related field
• (B) High School diploma, GED, or Equivalency Diploma plus one year of full-time computer help desk experience directly related to the duties of this position
• (C) A+ Certification plus one year of full-time computer help desk experience directly related to the duties of this position
• Note: Verifiable part-time experience will be pro-rated to meet full-time experience requirements
• Proof of education must be presented at the time of appointment

Application details

• Position: Help Desk Support Specialist - Provisional (2 Positions)
• Salary: $46,493 - $53,584
• Location: Information Technology Department, 807 City Hall, Buffalo, NY 14202
• Final filing date: July 24, 2026
• Approved: Tami Hollie-McGee, Chief of Human Resources
• Application notice: Applications successfully received will generate a confirmation email to the address on the application. If you do not receive a confirmation email, we cannot guarantee receipt.