Information Technology Helpdesk Associate

Information Technology Buffalo, NY


Information Technology (IT) Associate - Helpdesk

At Chiampou Travis Besaw & Kershner LLP (CTBK) we are a locally-owned and operated full-
service accounting firm providing businesses and individuals with assurance, accounting, tax, and
business consulting services.  Our Firm, located in Amherst, NY, has steadily grown since founded
in 1994 to now include over a hundred talented professionals.  Our diverse client base consists of
businesses, high net worth individuals, and tax-exempt organizations, with experience in various
industries including manufacturing/distribution, construction, real estate, not-for-profit, healthcare,
and professional services. 
At CTBK you will find that we are committed to maintaining high standards of excellence in delivering
professional services that exceed our client's expectations and to creating an environment for our
people which provides challenging opportunities and an enriching work experience.  We have a
caring and nurturing culture where our people individually grow and develop successful and
rewarding careers.
As an IT Associate, you will work on the IT team supporting our Firm as one of the first contacts with
customers who need technical assistance.  Assist with various tasks and projects, oversee software
and network performance daily and effectively support the firm’s environment such that technology
standards and expectations are realized.

Key responsibilities include:

  • Monitor and respond quickly and effectively to requests received through our helpdesk ticketing system.
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues, providing resolution and excellent customer service.
  • Provide quick resolution and excellent customer service, along with follow-ups on resolved IT issues.
  • Ask educated questions and listen to customers to determine the root cause of issues.
  • Deploy computer equipment and software updates.
  • Troubleshooting issues, resolving technical problems, and repair issues.
  • Establish working relationships with the IT team, collaborate on new technology needs or expand uses for existing technologies to increase functionality or efficiency.
  • Accurately maintain equipment inventory and the recycling of surplus equipment process.
  • Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting. Also, suggest improvements on procedures and keeping up with the latest technology trends.
  • Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customers to ease troubleshooting.

Required skills:
  • Have attributes such as communication, teamwork, adaptability, and problem-solving in creating a positive productive work environment.
  • Familiarity with working in IT or a similar role with hands-on experience diagnosing and resolving basic technical issues.
  • Strong interpersonal skills to effectively interact with clients, peers, and other contacts.
  • Deliver quality customer service and uphold CTBK’s high-quality standards.
  • Contribute to identifying solutions.
  • Ability to continuously learning new technologies.
  • Solid knowledge of Windows 10, Windows 11, mobile devices, and printers.
  • Timely response to requests, strong communication skills with keen attention to detail, memory of patterns, and interest in problem-solving.
  • Detail-oriented, thorough with excellent organizational skills.
  • Ability to work, prioritize and make decisions independently in a fast-paced production environment.
  •  A+, Network+, Microsoft, or other IT industry-standard certifications are a plus.
  •  Knowledge of IT systems and applications (Windows Servers, VMWare, and Cisco Switches) are a plus
Job Type: Full-time and On-Location