IT Support Technician

Beacon-Bank; Worcester (MA); On-site; USD 52,000 - 70,000; Full time

Job summary

Beacon Bank is seeking a capable IT Help Desk/Desktop Support specialist to resolve technical issues for banking staff in Worcester, MA. You will log, track, and resolve tickets while providing excellent customer service and maintaining knowledge base articles.

This role requires a Computer Science degree or equivalent, 2+ years of multi-platform experience, and the ability to work in a fast-paced team with flexible hours and occasional travel.

Qualifications

• 2+ years computer-related work experience in multiple platforms (including Network, Internet and Telecommunications).
• Solid understanding of Desktop/Service Desk technologies.
• Basic understanding of Networking.
• Proven ability in diagnosis and resolution of technical problems.
• Excellent written and verbal customer services skills required.
• Ability to work well in a team environment.
• Ability to work flexible hours.

Responsibilities

• Diagnoses, analyzes and troubleshoots end-user problems; documents steps to resolve issues and refers complex cases to senior team members as needed.
• Maintains and updates ticket records; prepares reports and knowledge base articles.
• Configures PC imaging and software distribution; manages inventory and supports desk techs.
• Ensures compliance with banking laws, rules and policies to reduce risk and uphold ethical standards.
• Up to 25% travel may be required.

Skills

Desktop Support

Customer Service

Teamwork

Problem Solving

Time Management

Education

Bachelor's Degree in Computer Science

Tools

Imaging Software

Ticketing System

Remote Support Tools

Job description

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Worcester, MA

Purpose/Objective

Possesses strong understanding of Information Systems in order to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Businesses. Researches, logs and tracks trouble tickets, generates reports and assists all IT staff on other related issues / duties as needed.

Key Accountabilities

• Ability to recognize, analyze and troubleshoot end-user problems. Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue. Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team. Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware/software. Prepare various reports for management and auditing purposes. Process IT access level request forms. 70%
• Documents and tracks detail information about tickets opened in the Support Desk System and conducts required follow up with client to ensure the issue on the ticket has been successfully resolved. Prepares and maintains Support Desk documentation and procedures. 15%
• Configures and manages PC and Laptop imaging and software distribution packages. Manage inventory levels ensuring adequate stock levels. Provide instruction and guidance to other technicians as needed. Creates and maintains accurate knowledge base articles for Desktop Support Technicians. Assist with ticket system queue management and assignments. 15%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Up to 25% travel may be required.

Education

• Computer Science Bachelor’s Degree or equivalent experience

Experience

• 2+ years computer related work experience in multiple platforms (including Network, Internet and Telecommunications)

Skills & Knowledge

• Solid understanding of Desktop/Service Desk technologies
• Basic understanding of Networking
• Proven ability in diagnosis and resolution of technical problems
• Excellent written and verbal customer services skills required
• Ability to work well in a team environment
• Ability to work flexible hours

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us [e-mail] .

We endeavor to make this site accessible to any and all users.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [e-mail] .