Hybrid Service Desk Specialist – 3 in/2 remote

Hanscom Federal Credit Union; Littleton (MA); Hybrid; USD 39,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Sick and Vacation time

Job summary

Hanscom Federal Credit Union in Littleton, MA is seeking a Service Desk Agent 2 for a full-time, hybrid schedule (three days in-office, two remote). You will provide first-line and escalated IT support to employees, manage incidents, and help maintain knowledge resources.

The role emphasizes customer service, analytical thinking, and strong communication within a security-conscious banking setting. Competitive compensation and benefits are offered.

Qualifications

• Minimum of three years of help desk experience.
• Two-year college degree or 64 credit hours.
• Experience supporting Microsoft 365 and mobile devices.

Responsibilities

• Provides first-line and escalated technical support to employees for incidents and service requests.
• Manages incidents and service requests using ITSM tools with SLA adherence.
• Performs user account administration for new hires and transfers.
• Resolves complex incidents using knowledge base and SOPs.
• Creates and curates knowledge articles and supports knowledge base improvements.

Skills

Customer service

Communication

Analytical thinking

Organizational skills

Multi-tasking

Microsoft 365

Mobile device support

Education

Two-year college degree or 64 credit hours

Tools

Microsoft 365 Suite

Outlook

Teams

OneDrive

SharePoint

Job description

Hanscom Federal Credit Union in Littleton, MA is seeking a Service Desk Agent 2 for a full-time, hybrid schedule (three days in-office, two remote). You will provide first-line and escalated IT support to employees, manage incidents, and help maintain knowledge resources.

The role emphasizes customer service, analytical thinking, and strong communication within a security-conscious banking setting. Competitive compensation and benefits are offered.