Technical Support Analyst - Buffalo, NY (Hybrid)

Technical Support Analyst At PCI, we help clients operate with confidence by delivering reliable IT support and infrastructure services. We're looking for a motivated, customer-focused Technical Support Analyst to join our Technical Operations team. In this role, you'll provide front-line technical support across Microsoft 365 and core infrastructure services in a multi-tenant environment while building strong technical fundamentals and growing your career in IT. About PCI PCI is Western New York's leading information technology service provider. For more than 40 years, we've focused on core client relationships, controlled growth, and IT infrastructure support services. Our clients leverage our IT and industry expertise across cloud computing, IT-as-a-Service, IT security, and service desk support. At PCI, our mission is to provide certainty in an uncertain world—enabling our employees and clients alike to sleep better at night. What you'll do As a Technical Support Analyst, you'll support day-to-day technical operations and help ensure a strong client experience.

Key responsibilities include:

Serving as a first point of contact for client issues received by phone, email, and ticketing systems Troubleshooting Microsoft 365, workstation, access, connectivity, and general desktop issues Performing onboarding and offboarding tasks across Microsoft 365, Entra ID, and Active Directory Supporting identity and device administration, including enrollment and compliance activities Monitoring alerts across endpoints, servers, backups, and cloud services Assisting with server patching, system maintenance, and backup/disaster recovery checks Deploying and supporting workstations, laptops, mobile devices, and other endpoint solutions Using existing automation tools and scripts to complete routine tasks efficiently Maintaining accurate tickets, time entries, documentation, and knowledge base records Participating in a rotating after-hours support and maintenance schedule for urgent issues and updates What Success Looks Like In this role, you'll thrive if you: Approach problems logically and communicate clearly Learn new systems and tools quickly Follow standards, documentation, and security best practices Look for ways to improve efficiency and reliability Collaborate well with teammates and senior engineers Pay close attention to detail in both technical work and documentation Are technically curious, service-minded, and eager to learn Required Qualifications 1-2 years of hands-on IT support experience, or equivalent technical training, degree work, or lab experience Working knowledge of Microsoft 365 administration, identity concepts, and user/group/permission management Basic understanding of TCP/IP, DNS, DHCP, routing, and standard troubleshooting methods Experience supporting Windows 10/11, macOS, basic Windows Server roles, and Active Directory or virtualized environments Strong problem solving, communication, and customer service skills, with the ability to follow documented procedures and handle client phone and email support Preferred Qualifications Bachelor's degree in Computer Science, Information Systems, or related field Exposure to Intune, Entra ID, Azure tools, backup and disaster recovery platforms, or cybersecurity best practices Experience with PowerShell, scripting, or other command-line tools Prior experience in an IT, managed services, or multi-tenant environment Relevant certifications such as CompTIA Network+, Security+, or

Microsoft Certified:

Azure Fundamentals Role Details FLSA Category:

Exempt, full-time

Supervisory Responsibilities:

None Location:

Buffalo, NY (hybrid)

Work Environment:

Professional office and IT environment, with occasional travel to client sites for on-site support and deployments

Other Expectations:

Reliable high-speed internet and a smartphone are required for authentication and on-call support

Compensation Range:

$62,500-$69,500 Why Join PCI? This is a great opportunity for an early-career IT professional who wants to strengthen their technical skills, support a variety of technologies, and grow within a collaborative technical operations environment. If you're energized by troubleshooting, helping people, and learning new tools, we'd love to hear from you.