IT Help Desk Analyst

Greenfield Savings Bank; Greenfield (MA); On-site; USD 33,000 - 43,000; Full time

Job summary

Greenfield Savings Bank is seeking a full-time IT Help Desk Analyst to join our on-site team in Greenfield, MA. You will resolve hardware and software issues, answer calls, emails and tickets, and provide end-user support in a fast-paced environment.

You’ll monitor RemedyForce, assist with onboarding/offboarding, and help maintain security and continuity plans while collaborating with IT colleagues. Travel to branches is required as needed.

Qualifications

• Associate degree in IT or equivalent experience.
• Minimum 2 years IT end-user support experience.
• Working knowledge of Microsoft OS, M365, and hardware.
• Proficiency with a service management system (e.g., ServiceNow, RemedyForce).
• Experience with remote control tools (e.g., Remote Control, BMC Client Manager).
• Excellent communication, collaboration, and interpersonal skills.
• Excellent troubleshooting and analytical skills with strong time management.
• Able to travel regularly to branch locations.

Responsibilities

• Support and resolve hardware and software issues reported by Bank personnel.
• Monitor RemedyForce to triage issues and escalate to Tier 2 as needed.
• Deploy updates and maintenance to minimize service disruption.
• Participate in data protection, disaster recovery, and business continuity tests.
• Maintain accurate service desk records in the ticketing system.
• Onboard/offboard end users and manage remote access per procedures.
• Prepare training materials and FAQs for end users.
• Collaborate with IT team to prevent future issues.
• Participate in on-call rotation for after-hours support.
• Travel to branch locations to provide on-site assistance.

Skills

Excellent communication

Problem solving

Team collaboration

Time management

Education

Associate degree in IT

High School Diploma + equivalent experience

Tools

RemedyForce

ServiceNow

Remote Control

BMC Client Manager

Job description

IT Help Desk Analyst

Greenfield Savings Bank, Greenfield, Massachusetts, United States

About this position

Full-time Location: On-Site

Summary: Greenfield Savings Bank is seeking a full-time helpdesk analyst. This role will be part of a team responsible for resolving IT hardware and software issues, providing IT support to our end users, and analyzing and optimizing end user IT systems and software. The helpdesk analyst plays a pivotal role as the first line of support for our organization and is expected to respond to calls, emails, and tickets in a timely and professional manner.

Primary Responsibilities

• Support and resolve a wide range of incoming hardware and software issues reported by Bank personnel
• Actively monitor the Bank’s ticketing system, RemedyForce, to prioritize and triage IT issues, escalating, when appropriate, to Tier 2 support
• Participate in proactively avoiding service disruption through the deployment of system and application installations, updates, and other maintenance
• Participate in the department’s data protection, disaster recovery, and business continuity planning and test activities
• Maintain accurate service desk records through the ticketing system
• Manage the onboarding and offboarding of end users, including remote access, per approved procedures
• Responsible for preparation of training materials and FAQs for end users
• Collaborate with IT team members to prevent future issues
• Participate in on-call rotation for after-hours break/fix support
• Travel to branch locations to support, as needed
• Other duties, as needed

Requirements

• Associate’s degree in an IT-related field, or High School Diploma and equivalent experience
• Minimum 2 years’ experience in an IT end-user support role
• Working knowledge of current Microsoft operating systems, M365, and hardware
• Proficiency using a service management system (e.g., ServiceNow, RemedyForce)
• Experience with remote control tools (e.g., Remote Control, BMC Client Manager)
• Exceptional communication, collaboration, and interpersonal skills
• Excellent troubleshooting and analytical skills with a proven ability to resolve problemsExcellent organizational and time management skills
• Able to regularly travel to branch locations without restrictions
• Ability to lift 40lbs

Desirable Skills

• IT certifications for supporting PC hardware and software, Microsoft, or similar
• Prior experience working in a financial institution
• Experience implementing and supporting Banking specific applications and hardware

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.

Salary Information

$24.32 - $31.03Hourly Wage