IT Support Engineer I — Frontline Tech Troubleshooter

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

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+.