Senior Desktop Support Technician

Leader Bank; Arlington (MA); On-site; USD 80,000 - 105,000; Full time

Job summary

Leader Bank is seeking a Senior Desktop Support Technician to join our IT team. This role involves on-site support across eastern Massachusetts, with travel 0–1 days per week to branch offices, deploying and maintaining endpoints, and resolving complex end-user issues.

The ideal candidate has a Bachelor’s degree in IT or a related field or equivalent experience, plus 4+ years in desktop IT support, strong knowledge of Windows and Microsoft 365, and experience with imaging, asset management, and

Qualifications

• Bachelor's degree or equivalent IT experience.
• 4+ years in desktop/IT support roles with end-to-end ticket ownership.
• Proficiency with Windows, 365 suite, Teams, MFA and remote tools.
• Experience imaging, deploying, and supporting desktops and peripherals.
• Ability to troubleshoot complex issues with clear docs.
• Understanding of networking basics and VPN/DNS/DHCP concepts.
• Strong communication and customer service skills.
• Ability to mentor junior staff and work in regulated environments.
• Willing to travel between sites and lift equipment as needed.

Responsibilities

• Serve as senior escalation resource for end-user tech issues across hardware and software.
• Mentor Desktop Support team and demonstrate strong customer service and troubleshooting.
• Own tickets end-to-end with documentation and business context.
• Support core banking apps and Fiserv-related tasks as needed.
• Assist Network Engineer with connectivity troubleshooting.
• Deploy, configure, and image endpoints; refresh workstations.
• Draft SOPs and maintain knowledge base.
• Maintain asset inventory and lifecycle tracking.
• Review systems and propose improvements.
• Willingness to take on new duties and occasional after-hours work.

Skills

Windows & 365

MS Teams

MFA

Printers & Mobile

Endpoint troubleshooting

Ticketing systems

Remote support

Networking basics

Customer service

Documentation

Mentoring

Regulated environment

Multitasking

Travel readiness

Imaging & deployment

Education

Bachelor’s Degree in Information Technology, Cybersecurity, Computer Science or related field

Significant equivalent experience

Tools

Microsoft Intune

Entra ID

Active Directory

Group Policy

Microsoft Defender

Job description

Job DetailsJob Location: Corporate 180 - Arlington, MA 02474Position Type: Full TimeSalary Range: $80,000.00 - $105,000.00 SalaryLeader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $4.5 billion in assets, more than 400 team members, 7 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

Summary

The Senior Desktop Support Technician is a part of the Bank’s Information Technology Department and is responsible for the Bank’s technology support, deployment, and implementation. This role requires travel to branch offices, primarily across eastern Massachusetts to provide onsite support, equipment deployment, and issue resolution. Expected travel frequency is approximately 0-1 days per week.

Responsibilities

• Serve as a senior technical resource and escalation point for complex end-user technology issues, including hardware, software, Microsoft 365, Microsoft Teams, printers, mobile devices, MFA, remote access, endpoint management, and workstation connectivity
• Mentor other members of the Desktop Support Team and act as a role model by demonstrating excellent customer service, technical troubleshooting, ownership, and professionalism
• Own assigned support tickets end-to-end; escalat (steps attempted, screenshots/logs, business impact)
• Assist Application System Administrators with support of core banking systems and related applications, including Fiserv products where appropriate
• Assist the Network Engineer with physical and wireless network connectivity troubleshooting
• Deploy, configure, and refresh endpoints; perform imaging/re-imaging and workstation setups
• Draft and maintain support documentation, Standard Operating Procedures (SOPs), and knowledge articles
• Maintain accurate asset inventory and support lifecycle tracking for branch equipment
• Regularly review existing systems and make recommendations for improvements
• Willingness to learn and take on new responsibilities when requested
• Occasional weekend or after-hours work may be required.
• Perform other job-related duties as assigned

Qualifications

• Bachelor’s Degree in Information Technology, Cybersecurity, Computer Science or a related field, or significant equivalent experience
• 4+ years of progressive experience in desktop support, IT support, endpoint support, or related IT operations
• Strong working knowledge of Microsoft Windows, Microsoft 365, Microsoft Teams, MFA, printers, mobile devices, endpoint troubleshooting, ticketing systems, and remote support tools
• Experience deploying, configuring, imaging, re-imaging, troubleshooting, and supporting desktops, laptops, peripherals, and business applications
• Ability to independently troubleshoot complex technical issues and escalat with clear documentation and business context
• Basic understanding of networking concepts, including IP addressing, Wi-Fi, VPN, DNS, DHCP, and connectivity troubleshooting
• Strong customer service, written communication, verbal communication, and documentation skills
• Ability to mentor junior team members and contribute positively to a team-based IT support environment
• Comfortable working in a regulated environment and following documented IT, security, and compliance procedures
• Detail-oriented with the ability to manage multiple priorities, deadlines, support requests, and project tasks
• Valid driver’s license / ability to travel between sites reliably
• Ability to lift equipment (monitors, PCs, printers)
• Preferred Qualifications:
• Experience supporting technology in a banking, financial services, mortgage, or regulated environment
• Experience supporting or assisting with core banking platforms, Fiserv products, or other financial services applications
• Experience with endpoint management, patching, asset inventory, remote support, imaging, and deployment tools
• Experience with Microsoft Intune, Entra ID, Active Directory, Group Policy, Microsoft Defender, or similar enterprise IT tools
• CompTIA A+, Network+, Security+, Microsoft, or similar industry certification
• Familiarity with ITIL-aligned ticket management, incident management, knowledge management, and service request workflows

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Leader Bank, N.A. is an Equal Opportunity and Affiantative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.

Leader Bank, N.A. is an Equal Opportunity and Affiantative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.

The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

The range listed is just one component of Leader Bank’s total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.

Leader Bank, N.A. is an Equal Opportunity and Affiantative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.

Leader Bank is an E-Verify® participant. * For more information, click on the links below:

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Qualifications