Career Search

Service Desk Technician

We have an immediate opportunity for a Service Desk Technician. This is a hybrid opportunity in our Buffalo, NY office.


About The Job

The Service Desk Technician’s role is to ensure successful operation of user facing technologies. This includes receiving, prioritizing, documenting, and actively resolving end-user service requests and incidents to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give “hands-on” help at the desktop level to a hybrid work force. 

  • Participate in internal service desk following ITIL framework
  • Provide first contact support of incoming requests to the service desk via telephone or service desk software to ensure courteous, timely, and effective resolution of end-user issues
  • Collects, responds to, and resolves requests and incidents submitted through the firms Service Desk software system in accordance with pre-determined Service Level Agreements and documented processes
  • Routes and escalates requests and incidents to responsible support group ensuring accurate documentation of required information
  • Record, track, and document the service desk incident-solving process through to final resolution, including all successful and unsuccessful decisions made and actions taken
  • Maintain hardware and software asset inventory within Service Desk configuration management database
  • Contribute to and upkeep service desk knowledge bases, including articles, usage guides and FAQs for end users and service desk staff
  • Troubleshoot and manage computers, networks, printers, and related hardware and software
  • Deploy pre-packaged software using established tools and processes
  • Manage and maintain end user devices enrolled in Microsoft Intune
  • Maintains confidentiality of the information being processed, stored, or accessed by the end-users on the network
  • Assists personnel of other departments in accordance with approved and documented policies and processes, reinforcing SLAs to manage end-user expectations
  • Provide updates to stakeholders and requesters throughout the support process
  • Ability to communicate technical information to non-technical personnel


What We Are Looking For

  • Associate degree or higher in Computer Information Systems or related field or equivalent applicable work experience
  • 1-2 years Service Desk Technician experience
  • Understanding of installation, configuration and maintenance of personal computers, networks, servers, and related hardware and software
  • Ability to identify and resolve computer system malfunctions and operations problems
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Strong deductive reasoning, a logical mind, and a strong ability to communicate effectively in both oral and written forms
  • Strong attention to detail, goal setting, and planning skills
  • Above average interpersonal skills and ability to engage in active listening
  • Ability to identify appropriate process to resolve technical issues
  • Experience with developing and documenting processes and procedures
  • Willingness to work a flexible schedule which may include outside standard business hours and participate in an on-call rotation to resolve issues or maintain systems as required
  • Some inter-office travel may be required


As a hybrid position, a dedicated and private space is required to effectively work remotely. Some work will be performed in a professional office environment where the noise level in the work environment is usually moderately quiet. Ability to work remotely contingent upon needs of business. The position may occasionally require travel up to 200 miles. Work hours may vary, some night and weekend work may be required including participation in an on-call rotation.


What Freed Maxick Offers

  • An attractive and competitive compensation and benefit package
  • A friendly work environment with the largest firm in WNY based on number of CPAs
  • An incentive program for commissions on new business, and referral bonuses for introducing potential new employees
  • Promotion and advancement opportunities
  • Ongoing education to keep your technical skills sharp and your soft skills top-notch
  • Unique sociable culture
  • Flexible scheduling opportunities
  • Hybrid work environment
  • Compensated time to volunteer in the community


The compensation for this role varies based on experience and falls within the range of $22.00-$24.00/hour for applicants based in Western New York.


Apply today! We are looking forward to meeting with you!