IT Help Desk Analyst - On-Site Bank Support

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

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.