IT Support Engineer I - Fast, User-Focused Help Desk

Socket.dev; Hartford (VT); On-site; USD 40,000 - 65,000; Full time

Job summary

Mascoma Bank seeks an IT Help Desk professional to provide first-line support for hardware, software, network, and account issues. You will respond via phone, email, chat, or ticketing system, document incidents, and escalate where needed to ensure timely SLA-compliant resolutions.

You will set up devices, perform updates, manage access, and assist with onboarding and mobile device support while creating user guides and collaborating with external vendors.

Qualifications

• A high school diploma or equivalent required; an associate degree in Information Technology or a related field is preferred.

Responsibilities

• 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.

Skills

Customer service

Problem-solving

Communication

Time management

On-call support

Security & privacy

Education

High school diploma

Associate degree in IT

Tools

Windows

Microsoft 365

Microsoft Office

Active Directory

Salesforce

Job description

Mascoma Bank seeks an IT Help Desk professional to provide first-line support for hardware, software, network, and account issues. You will respond via phone, email, chat, or ticketing system, document incidents, and escalate where needed to ensure timely SLA-compliant resolutions.

You will set up devices, perform updates, manage access, and assist with onboarding and mobile device support while creating user guides and collaborating with external vendors.