Help Desk Technician I: Entry-Level IT Support

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 32,000 - 37,000; Full time

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

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.