Entry-Level IT Help Desk Technician: Fast-Impact Support

Westfield Bank; Westfield (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Westfield Bank is seeking a Help Desk Technician I to provide first-line IT support for Windows 11, Microsoft 365, Teams, Outlook and related applications. You will document incidents, triage requests, and escalate complex issues while ensuring secure and compliant systems.

The role requires strong customer service, the ability to manage tickets and contribute to preventative maintenance, testing, and deployment activities to support bank goals.

Qualifications

• High School Diploma or GED required.
• Help desk support and ticketing experience preferred.
• Windows 11, Microsoft Office 365, Outlook; familiarity with SharePoint.
• Basic networking concepts desirable (TCP/IP, DNS, DHCP).
• Ability to triage requests and escalate as needed.

Responsibilities

• Assist users with Windows, Microsoft 365, Teams, Outlook, SharePoint, and apps.
• Provide 1st level support and triage; escalate to senior team members as needed.
• Monitor and follow up on unresolved tickets to ensure resolution.
• Update tickets and knowledge base with actions taken through closure.
• Support Help Desk service levels and customer satisfaction.
• Install, configure, and maintain workstation hardware, software, and peripherals.
• Configure and deploy technologies for on/off boarding needs.
• Monitor event logs and cyber controls for optimal performance.
• Participate in after-hours support or on-call rotations.
• Comply with bank systems, policies, and regulatory requirements.

Skills

Adaptability

Analytical Skills

Initiative

Organizational Skills

Problem Solving

Education

High School Diploma or GED

Associate or Bachelor's degree in IT or Cybersecurity

IT/cybersecurity certifications (Security+, Network+, Microsoft Certifications)

Tools

Windows 11

Microsoft 365

Office 365 / Outlook

SharePoint / Teams

Job description

Westfield Bank is seeking a Help Desk Technician I to provide first-line IT support for Windows 11, Microsoft 365, Teams, Outlook and related applications. You will document incidents, triage requests, and escalate complex issues while ensuring secure and compliant systems.

The role requires strong customer service, the ability to manage tickets and contribute to preventative maintenance, testing, and deployment activities to support bank goals.