Help Desk Support I

First Tech Federal Credit Union

Marlborough (MA)

On-site

USD 32,000 - 37,000

Full time

5 days ago

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Benefits offered by this job

Medical, Dental, Vision

401(k) match

Paid Time Off

Paid holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a first-level technical support specialist to assist internal employees via phone, chat, email, and other channels. You will troubleshoot common hardware, software, and device issues, document tickets, and escalate when needed.

The role requires 0–1 year of experience and a high school diploma or equivalent. Based in Marlboro, MA, you will provide desktop and location support at multiple sites, with travel to East Coast branches as required.

Qualifications

Basic understanding of desktop operating systems, common software applications, and computer hardware.
Strong customer service orientation and interpersonal skills.
Ability to learn new systems, technologies, and support processes.
Effective verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to work effectively in a team environment.

Responsibilities

Provide desktop, branch, and corporate location support for employees, including routine incidents, service requests, hardware issues, software issues, onboarding, break fix and end-user assistance.
Install, configure, image, deploy, troubleshoot, and repair laptops, desktops, mobile devices, printers, scanners, peripherals, and other standard endpoint equipment.
Support branch and corporate site needs, including equipment setup, workstation troubleshooting, hardware replacements, and onsite support work as assigned.
Follow established troubleshooting procedures, support standards, ticket workflows, and escalation paths while working under close supervision and guidance from more experienced team members.
Maintain accurate ticket documentation, asset updates, inventory records, device recovery notes, and knowledge article feedback for common support issues.
Travel to East Coast branch and corporate locations as needed for installations, troubleshooting, project work, device refreshes, repairs, and operational support.

Skills

Desktop operating systems

Customer service

Learning new systems

Verbal and written communication

Organizational skills

Teamwork

Education

High school diploma or specialized certification

Job description

Description

Provides first-level technical support to internal employees through phone, chat, email, and other support channels. Assists users with routine technology issues by following established procedures, troubleshooting guides, and support processes. Delivers responsive customer service while ensuring incidents and requests are documented, tracked, and resolved or escalated appropriately.

Description

Here’s what you can expect from the job and what you need to be successful:

Essential Functions

What You’ll Do :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Respond to employee requests for technical assistance through approved support channels.
Troubleshoot and resolve common hardware, software, password, access, and device-related issues using documented procedures.
Create, update, and maintain support tickets with accurate and complete information.
Escalate issues that require advanced technical expertise or additional investigation.
Assist with installing, configuring, and supporting end-user devices, software, and peripheral equipment.
Communicate resolution steps and provide guidance to users in a clear and professional manner.
Follow service standards and established processes to ensure timely support delivery.
Utilize knowledge bases, support documentation, and troubleshooting tools to resolve issues efficiently.
Participate in team meetings and required training activities to build technical and customer support knowledge.

Role Specific Responsibilities

Provide desktop, branch, and corporate location support for employees, including routine incidents, service requests, hardware issues, software issues, onboarding, break fix and end-user assistance.
Install, configure, image, deploy, troubleshoot, and repair laptops, desktops, mobile devices, printers, scanners, peripherals, and other standard endpoint equipment.
Support branch and corporate site needs, including equipment setup, workstation troubleshooting, hardware replacements, and onsite support work as assigned.
Follow established troubleshooting procedures, support standards, ticket workflows, and escalation paths while working under close supervision and guidance from more experienced team members.
Maintain accurate ticket documentation, asset updates, inventory records, device recovery notes, and knowledge article feedback for common support issues.
Travel to East Coast branch and corporate locations as needed for installations, troubleshooting, project work, device refreshes, repairs, and operational support.

Typical Scope

Acquires job skills and learns company policies and procedures to complete routine tasks. Has little or no role in decision-making.
Works on tasks and assignments that are routine in nature with well-defined, repetitive problems requiring limited judgment. Follows standard procedures.
Typically receives detailed instructions on all work. Works under close supervision and is guided by other more experienced individuals.

Essential Skills

Education & Experience:

Required Education: High school diploma and/or specialized certification
Required Experience: 0 - 1 years of relevant experience

Qualifications & Skills

Basic understanding of desktop operating systems, common software applications, and computer hardware.
Strong customer service orientation and interpersonal skills.
Ability to learn new systems, technologies, and support processes.
Effective verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to work effectively in a team environment.

Location:

Marlboro or Chelmsford, MA

Target Compensation

$22.60 - $27.16 per hour

Schedule

Monday - Friday 8am - 5pm

Who We Are

What makes First Tech different? Click here to learn more!

Every great journey begins with a bold idea—and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees Are Eligible For

Traditional medical, dental, and vision coverage
Generous 401(k) match
Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
Paid federal holidays
Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to recruiters@firsttechfed.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.

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