Help Desk Technician I (FT)

Westfield Bank; Westfield (MA); On-site; USD 42,000 - 55,000; Full time

Job summary

Westfield Bank is seeking an entry-level Help Desk Technician I to be the first point of contact for employees needing technical assistance. You will resolve routine hardware, software, network, and application issues and document incidents in the ticketing system.

You will also assist in testing and implementing new software or procedures, monitor recurring tasks, and help ensure a secure, compliant technology environment across the bank.

Qualifications

• Basic understanding of IT help desk concepts.
• Good customer service skills.
• Ability to document issues clearly and concisely.

Responsibilities

• Provide first-contact technical support to employees.
• Document incidents and fulfill service requests in the ticketing system.
• Escalate complex issues when needed and assist with maintenance tasks.

Job description

Position Summary

The Level 1 Help Desk Technician serves as the first point of contact for employees seeking technical assistance and support. This position is responsible for providing exceptional customer service while resolving routine hardware, software, network, telecommunications, and application issues. The technician will document incidents, fulfill service requests, elevate complex issues when appropriate, and contribute to maintaining a secure and compliant technology environment. The technician will also assist in the testing and implementation of software, hardware or procedures to support bank goals and objectives and will complete, monitor and report on the status of recurring tasks, as well as provide regular and preventative maintenance for bank systems.

Job Title

Help Desk Technician I

Department

Information Technology

Job Status

Full Time

FLSA Status

Non-Exempt

Grade

8

Amount of Travel

Some Travel

Reports To

IT, Help Desk Manager

Positions Supervised

N/A

Position Summary

The Level