Service Desk Analyst I

Synergy IT Solutions is hiring a Service Desk Analyst I in Buffalo, NY for a hybrid work setup. In this role, you serve as a first point of contact for technical support, helping users with common technology issues and escalating more complex matters when needed.

The Service Desk Analyst I handles inbound support through phone calls, emails, and support tickets, ensuring problems are documented and worked through using established service desk procedures. You will also stay current on tools, systems, and technology updates to keep support accurate and effective.

What you’ll do

• Provide friendly, first-level support through phone, email, and support tickets.
• Diagnose and resolve common issues across computers, software, networks, mobile devices, Microsoft 365, and user access.
• Ask clear questions and guide users through easy-to-follow solutions.
• Create accurate, complete, and timely notes for every support ticket.
• Keep users informed throughout the process and follow issues through to resolution.
• Escalate complex, urgent, or unresolved issues to the appropriate technical resource.
• Follow Service Desk procedures and meet service goals.
• Continue learning about new tools, systems, and technology updates.

What you bring

• Previous technical Service or Help Desk experience.
• A strong commitment to customer service and helping others succeed.
• Confident, working knowledge of computers, software, and mobile devices.
• Clear, professional verbal and written communication skills.
• A thoughtful approach to troubleshooting and problem-solving.
• Ability to manage multiple requests while keeping work accurate and on time.
• Experience with Active Directory, Microsoft Exchange, Microsoft 365, or the Microsoft Azure admin portal is helpful.
• A degree in a technology-related field is helpful but not required; related education and work experience may qualify.
• CompTIA A+ certification is a plus.

Tools and technologies

• Active Directory
• Microsoft Exchange
• Microsoft 365
• Microsoft Azure admin portal

Work environment

• Uses standard office tools, including computers, phones, and other typical office equipment.
• May include working from a home office while reporting to a company office, depending on the company’s work plan.

Why this role matters: every support request is an opportunity to make someone’s day easier. Your responsiveness, communication, and technical curiosity help users feel supported, build trust, and keep work moving forward.

Compensation: USD 21 - 23 per hour.