Technical Operations Analyst - Buffalo, NY (Hybrid)

Technical Operations Analyst

At PCI, we help clients operate with confidence through reliable IT support and infrastructure services. We're looking for a motivated, customer-focused Technical Operations Analyst to join our Technical Operations team. In this role, you'll provide front-line support across Microsoft 365 and core infrastructure services in a multi-tenant environment while building strong technical fundamentals and growing your IT career.

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 Operations Analyst, you'll support day-to-day technical operations and help ensure a strong client experience. Key responsibilities include:

• Own client issues from intake to resolution across phone, email, and ticketing systems
• Serve as a primary point of contact for client requests, communicating clearly and driving issues to closure
• Troubleshoot and resolve issues across Microsoft 365, endpoints, identity, connectivity, and desktop support
• Support onboarding and offboarding across Microsoft 365, Entra ID, and Active Directory, including account setup, licensing, and access changes
• Assist with device deployment, enrollment, configuration, and ongoing endpoint management
• Monitor alerts across endpoints, servers, backups, and cloud services and perform routine maintenance tasks
• Follow standard tools, workflows, and runbooks while identifying opportunities to improve efficiency and consistency
• Maintain accurate tickets, time entries, and documentation in line with security and change control standards
• Participate in a rotating after-hours schedule for urgent issues, patch cycles, and planned maintenance

What Success Looks Like

In this role, you'll thrive if you:

• Approach problems with structure, urgency, and sound judgment
• Adapt quickly to new tools, systems, and client environments
• Work with discipline by following standards, runbooks, and approved workflows
• Look for ways to improve efficiency, documentation, and the client experience
• Collaborate effectively and engage the right resources when needed
• Bring strong attention to detail in execution, communication, and documentation
• Lead with a service mindset that builds trust through ownership and follow-through

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, or a related field, or equivalent practical or hands-on IT support experience
• Foundational knowledge of Microsoft 365 administration, identity concepts, and user access management
• Basic knowledge of Windows operating systems and networking fundamentals, including DNS and TCP/IP
• Strong troubleshooting and problem-solving skills with a structured approach
• Ability to follow documented procedures and work within defined standards
• Strong communication and customer service skills

Preferred Qualifications

• Experience with Intune, Entra ID, Azure, or similar cloud platforms
• Familiarity with monitoring tools, backup systems, and patching processes
• Exposure to scripting or automation tools such as PowerShell
• Experience in a managed services or multi-tenant environment

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.