Information Technology Support Specialist

Information Technology Support Specialist LAWLEY AGENCY, LLC
• Buffalo, NY, US

These are the fundamental components of the job:

• Provide technical knowledge and support for 650+ users in a hybrid work environment across 16 locations
• Triage incoming calls, emails, and helpdesk tickets to assist users
• Document and communicate user need within IT workflows and utilize helpdesk software to maintain and consistently deliver a high-quality experience for users
• Troubleshoot/diagnose issues related to Windows OS, Microsoft 365, printers, VPN/remote connectivity, and core applications.
• Perform intermediate to advanced hardware diagnosis and repair (desktops, laptops, docks, mobile devices, peripherals).
• Support managed print systems, zoom devices, conference room equipment, and network peripherals.
• Execute approved remediation steps for endpoint security alerts and vulnerabilities.
• Image and deploy workstations, laptops, and phones for office and hybrid associates
• Support BYOD for mobile phones – assist users in setting up mobile applications and setup of email
• Implement technology rollouts and changes for IT related projects
• Troubleshoot authentication issues (Azure AD, Active Directory, MFA, SSO, conditional access).
• Assist with patching, updates, and basic system administrative tasks.
• Identify and escalate suspicious activity or potential vulnerabilities.
• Follow established procedures for access control, permission management, and data handling.

• Expand and grow in your role when supporting miscellaneous duties as requested

• 3+ years related IT Professional Experience, previous MSP experience preferred
• Experience installing, upgrading, troubleshooting and repairing networked computers
• Proficient knowledge of computer applications (Microsoft 365, Adobe, Windows OS, Active Directory, MS Office, Exchange online, Edge, Chrome, etc.), helpdesk software, anti-virus, and remote-control software
• Working understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Ability to diagnose and resolve software and hardware issues
• Ability to learn and support new applications
• Strong problem solving, troubleshooting, time management, documentation, and research skills
• Ability to work well and coordinate in a team environment
• Capability to work efficiently and retain knowledge
• Precise verbal and written communication skills
• Ability to lift and move up to 50 pounds

• We are not a call center environment
• We achieve success by building genuine relationships together, with our teams and clients
• We are a family owned insurance broker (70+ years!)
• We are deeply committed to the communities we serve and love to get involved
• We work hard and play hard!!!

• Competitive salary and referral bonuses!
• Expansive Benefits (Medical, Dental, Vision—and SO many more)
• 3 weeks of PTO (prorated based on start date) AND a generous holiday schedule – available 1st day!
• Company 401K contribution received starting Day 1 (for participants 21+ years old)
• Educational support, career development, and growth opportunities
• Job Security (we’ve never had a lay-off, even during the pandemic)
• Flexibility, including hybrid schedules! Business hours 8am-4:30pm
• Comfortable, family-oriented culture, with an emphasis on work life balance
• Unlimited Volunteer Time Off opportunities (so you can assist in serving our communities)
• Fulfilling opportunities that align with your career path and our business needs

The compensation range for this position takes many factors into consideration including but not limited to: years of experience/training, skill set, and licenses/designations. It is not typical for an individual to be hired near the top of the range for a position as circumstances and location can vary in every hiring situation. A reasonable estimate of the current range is $51,498.15 to $85,830.25.