Hybrid IT Systems Support Tech II

Mutual Bancorp; Leominster (MA); Hybrid; USD 35,000 - 46,000; Full time

Job summary

Mutual Bancorp is seeking an IT Service Desk Analyst to provide first level support for end-users, manage tickets, and maintain bank PC workstations. The role requires on-call duties and occasional after-hours work to handle service interruptions and project tasks.

Responsibilities include hardware/software setup, troubleshooting, escalation, inventory tracking, and knowledge documentation. Strong customer service and cybersecurity awareness are essential.

Qualifications

• Minimum of 3 years of technical support experience, preferably in a financial services environment.
• Experience/knowledge of Configuration Manager (SCCM) and related deployment tasks.
• Strong problem-solving and customer service skills.
• Ability to train and mentor Systems Support Tech I colleagues.
• Cyber security awareness to protect the digital environment, the Bank, and customers.

Responsibilities

• Provide primary service desk support to users; accurately document and track all user support requests
• Troubleshoot both hardware and software system performance problems
• Direct escalation requests to appropriate team
• Build, deliver, set-up and upgrade of hardware including system configurations and software installations
• Assist with new facility builds, equipment relocation/replacement projects as necessary
• Maintain IT inventory and documentation
• Collaborate with team to maintain up to date documentation
• Contribute to team discussions and process improvement initiatives
• Demonstrate a high level of productivity and efficiency
• Ability to work independently and as part of a team

Skills

Technical troubleshooting

Customer service

Team collaboration

Cyber security awareness

Education

3+ years technical support experience

Tools

SCCM (Configuration Manager)

Job description

Mutual Bancorp is seeking an IT Service Desk Analyst to provide first level support for end-users, manage tickets, and maintain bank PC workstations. The role requires on-call duties and occasional after-hours work to handle service interruptions and project tasks.

Responsibilities include hardware/software setup, troubleshooting, escalation, inventory tracking, and knowledge documentation. Strong customer service and cybersecurity awareness are essential.