Break/Fix Technician (Buffalo, NY)

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all "An Experience Above".

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row.  In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

As a Break/Fix Technician, you will be responsible for repair, imaging, or replacement of desktops and laptops for State of New York end users. You will complete proper inventory and asset recording processes prior to and during delivery. Technicians are expected to respond promptly to dispatch calls and travel to various New York State locations to provide on-site installation and repair within the Service Level requirements (SLR).

Responsibilities:

Perform Level 2 IT hardware technical repair and computer imaging for NYS Agency Users of state-issued hardware devices.

Respond to customer callouts and field dispatches in a specific coverage area/region.

Travel to customer locations and perform all on-site activities related to installation, repair, management, and maintenance

Possess a flexible work schedule. 

Prepare and submit work orders, expense reports and timesheets to respective departments.

Function as a liaison between cb20 team and the customer.

Will be responsible for operating company vehicle and maintaining equipment stock.

Qualifications:

2+ years’ experience with field services support.

2+ years’ experience with PC systems, related peripherals, structure cabling, common software programs and operating systems.

Preferred Qualifications

Experience with using ticketing tools - Service-Now (ITSM) preferred.

Familiarity with asset management software.

Hardware certified to perform warranty repairs on HP and Dell computers

Ability to perform inventory, asset recording, and complete paperwork thoroughly and accurately as required by customer, including vendor warranties. 

Ability to perform final configuration tasks on customer premise.

Requirements:

Excellent customer service and communication skills.

Valid Driver’s License

Ability to lift 50lb

Education:

AAS degree in computer science preferred or equivalent combination of education and experience.