IT Help Desk Technician - Frontline IT Support & Training

Ipswich Co-Operative Bank; Ipswich (MA); On-site; USD 26,500 - 35,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k) with matching

Life insurance

Disability plan

Pension after 2 years

Generous vacation & PTO

Quarterly incentive

Job summary

The Institution for Savings in Ipswich, MA is seeking a Help Desk Technician to provide in-house technical support. The role involves installing, maintaining, and troubleshooting PC hardware/software and supporting basic network/system administration.

Responsibilities include handling user requests, guiding diagnostics, logging incidents, training users, and participating in on-call rotation. A GED or equivalent, and MS Office expertise are required; additional certifications are plus.

Qualifications

• High school diploma or GED; or 1–3 months related experience.
• Advanced knowledge of the Microsoft Office Suite.
• Excellent written, verbal and interpersonal communication skills.
• Strong organizational skills to handle high task volume.
• Ability to present to groups.
• Knowledge of Jack Henry Database software.
• Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals+ (ITF+), and/or CompTIA A+.
• Team-oriented approach to support bank growth.

Responsibilities

• Respond to and prioritize Help Desk requests for hardware, software, and networking issues.
• Interview users to collect problem details and guide through diagnostics.
• Determine whether issues are software or hardware related.
• Troubleshoot and resolve routine problems; escalate complex cases to supervisor or Tier II.
• Log requests in the help desk system and maintain records.
• Prepare standard incident reports and analyze trends.
• Test software/hardware for usability and effectiveness.
• Update training materials and train users on software/hardware.
• Install PCs, software and peripherals.
• Participate in Saturday on-call rotations.
• Create and revise infrastructure/run books as needed.

Job description

The Institution for Savings in Ipswich, MA is seeking a Help Desk Technician to provide in-house technical support. The role involves installing, maintaining, and troubleshooting PC hardware/software and supporting basic network/system administration.

Responsibilities include handling user requests, guiding diagnostics, logging incidents, training users, and participating in on-call rotation. A GED or equivalent, and MS Office expertise are required; additional certifications are plus.