IT Support Engineer I

Mascoma-Bank; Hartford (VT); On-site; USD 42,000 - 62,000; Full time

Job summary

Mascoma Bank is seeking an IT Help Desk professional to provide first-line technical assistance to employees. You will troubleshoot hardware, software, network, and account issues, and respond to requests via phone, email, chat, or tickets.

The role includes on-call rotation to cover after-hours support and a focus on timely, customer-focused resolutions. The ideal candidate has a high school diploma or equivalent, an IT-related associate degree preferred, and certifications like A+.

Qualifications

• High school diploma or equivalent; an associate degree in Information Technology or related field preferred.
• Technical certifications such as A+ are a plus.
• Experience in a help desk, technical support, or similar role with familiarity with Windows, Office 365, Active Directory, Salesforce, or other business applications.
• Experience supporting and troubleshooting a variety of devices (computers, printers, smartphones, tablets).

Responsibilities

• Provide first-line technical assistance to end users via phone, email, chat, or ticketing system.
• Troubleshoot hardware, software, network, and account-related issues to resolve problems.
• Respond to support requests promptly and escalate when needed.
• Document incidents and solutions clearly in records.
• Set up and configure computers, software, and equipment for employees.
• Assist with onboarding and setup of new employees and mobile devices.
• Create user guides and training materials to promote best practices.
• Collaborate with vendors and service providers on resolutions and improvements.
• Support after-hours and weekend coverage on a rotating on-call schedule.

Skills

Customer service

Communication

Problem solving

Education

High school diploma or equivalent

Associate degree in IT or related field preferred

Tools

Windows

Microsoft Office

Microsoft 365

Active Directory

Salesforce

Job description

Description

Position Summary

Provides first-line technicalassistanceto end users by troubleshooting hardware, software, network, and account-related issues. This roleis responsible forresponding to support requests via phone, email, chat, or ticketing system, resolving common technical problems, documenting incidents, and escalating issues to higher-level support teams when necessary. Strong customer service, communication, and problem-solving skills are essential to ensuretimelyand effective resolution of user concerns whilemeeting established service level agreement (SLA) targets.

What You'll Do

• Provide friendly and effective technical support to employees, helping them resolve technology-related issues, and return to work quickly.
• Respond to support requests and troubleshoot hardware, software, and system issues in a timely manner.
• Participate in a rotating on-call schedule to provide occasional after-hours and weekend support when needed.
• Maintain clear and accurate records of technical issues, solutions, and system updates.
• Set up and configure computers, software, and technology equipment for employees across the organization.
• Perform routine system updates and upgrades to keep technology secure, reliable, and up to date.
• Manage employee access to systems and applications, ensuring appropriate security and user permissions.
• Support new employee onboarding by preparing technology resources and providing initial setup assistance.
• Assist employees with company-issued mobile devices, including setup, troubleshooting, and ongoing support.
• Create and share user guides, training materials, and technology best practices to help employees use systems effectively.
• Work with external technology vendors and service providers to resolve issues and implement solutions.
• Contribute to special projects and perform other duties that support the Bank's technology and business objectives.

What You'll Bring

• A high school diploma or equivalent required; an associate degree in Information Technology or a related field is preferred.
• Technical certifications, such as A+, are a plus.
• Previous experience in a help desk, technical support, customer service, or similar role, along with familiarity with Microsoft Windows, Microsoft Office, Microsoft 365, Active Directory, Salesforce, or other business applications.
• Experience supporting and troubleshooting a variety of technology devices, including computers, printers, smartphones, and tablets.
• Strong problem-solving, organizational, and communication skills, with the ability to explain technical concepts clearly and effectively to users with varying levels of technical knowledge.
• A commitment to professionalism, confidentiality, and the responsible handling of sensitive information in accordance with applicable privacy and security requirements.
• We recognize that great candidates may not meet every qualification listed. If you're excited about this opportunity and believe you can contribute to our team, we encourage you to apply.

Physical Requirements & Work Environment

• Ability to occasionally lift and transport technology equipment weighing up to 25 pounds.
• Regular use of a computer and phone, including periods of sitting, standing, walking, and moving between work locations.
• Ability to travel to Mascoma Bank offices and branch locations as needed to provide on-site technology support.
• Work is primarily performed in a professional office environment with standard indoor working conditions.

Background and Credit Check:

As part of our commitment tomaintaininga secure financial institution, all final candidates willbe requiredto successfully complete background and credit screenings as part of the hiring process. These screenings will be conductedin accordance withapplicable laws and industry regulations.

Please note

Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, considering their relevance to the role and any regulatory requirements.

Our Commitment to Belonging

At Mascoma Bank, we believe our differences make us stronger. We are committed to fostering a workplace where every team member feels respected, valued, and supported. By embracing diverse backgrounds, perspectives, and experiences, we create an inclusive culture that encourages belonging, collaboration, innovation, and personal growth.

We are dedicated to attracting and developing a diverse workforce through meaningful professional development opportunities, community engagement, and team-building initiatives that strengthen both our organization and the communities we serve.

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