Help Desk Technician

Institution for Savings; Ipswich (MA); On-site; USD 36,506 - 48,216; Full time

Benefits offered by this job

Health coverage (medical, dental, and

401(k) match

Life insurance

Disability plan

Pension after 2 years

Vacation and PTO

Quarterly incentive

Job summary

Institution for Savings is seeking a Help Desk Technician in Ipswich, MA. The role supports users with hardware, software, and networking issues, prioritizes requests, and collaborates across IT teams.

Responsibilities include diagnostics, problem resolution, user training, and incident reporting. Requires strong communication, organizational skills, and knowledge of Jack Henry software; formal education as listed.

Qualifications

• Requires high school diploma or GED or equivalent experience.
• Advanced knowledge of Microsoft Office Suite.
• Strong written, verbal and interpersonal communication skills.
• Ability to prioritize a high volume of tasks and speak to groups.

Responsibilities

• Answers, evaluates, and prioritizes incoming Help Desk requests for hardware, software, networking and other computer technologies.
• Interviews users to collect information and guides through diagnostic procedures.
• Determines whether issues are software or hardware related and escalates when needed.
• Maintains logs and histories of requests and writes incident reports.
• Prepares standard statistical reports and trains users on software/hardware.

Skills

Microsoft Office Suite

Excellent communication

Organizational skills

Public speaking

Jack Henry Database

IT certifications (MCP, M365, ITF+, A+

Education

High school diploma or GED

Equivalent education/experience

Tools

Jack Henry Database software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Technician

Full time employee Ipswich, MA, US

4 days ago Requisition ID: 1088

Salary Range: $26.50 To $35.00 Annually

Responsibilities

• Answers, evaluates, and prioritizes incoming Help Desk request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by Software or hardware for example MS Word, MS Outlook, Jack Henry’s Xperience or other Bank supported software, printers, cables or telephone.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring to more complex problems to supervisor or tier II technical staff.
• Logs and tracks requests using Help Desk tracking system and maintain history records and related problem documentation.
• Prepare standard statistical reports, such as Help Desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce Help Desk incident rate.
• Tests software and hardware to evaluate ease of use and whether products will aid users in performing work.
• Writes or revises user training materials as needed.
• Trains users on software and hardware as needed.
• Installs personal computers, software and peripheral equipment.
• Participates in a Saturday on-call rotation.
• Writes or revises infrastructure run books/application materials as needed.

Job Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Advanced knowledge of the Microsoft Office Suite.
• Excellent written, verbal and interpersonal communication skills.
• Strong organizational skills to perform and prioritize a high volume of tasks simultaneously.
• Ability to speak effectively before groups of customers or employees of organization.
• Knowledge of Jack Henry Database software.
• Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals+(ITF+) and/or CompTIA A+
• Embrace a team-oriented culture and work collaboratively across the Bank to support the Bank’s strategic growth plans.

Hourly Range: $26.50-$35.00

The salary range listed is just one component of the Bank’s total compensation package.

• fully paid medical, dental and vision insurance
• dollar-for-dollar 401(k) match up to 10%
• life insurance
• disability plan
• pension plan after 2 years of service
• generous vacation and paid-time off
• quarterly incentive

The Institution for Savings is an Equal Opportunity Employer.