Systems Support Technician II

Mutual Bancorp; Leominster (MA); Hybrid; USD 35,000 - 46,000; Full time

Job summary

Mutual Bancorp is seeking an IT Service Desk Analyst to provide first level support for end-users, manage tickets, and maintain bank PC workstations. The role requires on-call duties and occasional after-hours work to handle service interruptions and project tasks.

Responsibilities include hardware/software setup, troubleshooting, escalation, inventory tracking, and knowledge documentation. Strong customer service and cybersecurity awareness are essential.

Qualifications

• Minimum of 3 years of technical support experience, preferably in a financial services environment.
• Experience/knowledge of Configuration Manager (SCCM) and related deployment tasks.
• Strong problem-solving and customer service skills.
• Ability to train and mentor Systems Support Tech I colleagues.
• Cyber security awareness to protect the digital environment, the Bank, and customers.

Responsibilities

• Provide primary service desk support to users; accurately document and track all user support requests
• Troubleshoot both hardware and software system performance problems
• Direct escalation requests to appropriate team
• Build, deliver, set-up and upgrade of hardware including system configurations and software installations
• Assist with new facility builds, equipment relocation/replacement projects as necessary
• Maintain IT inventory and documentation
• Collaborate with team to maintain up to date documentation
• Contribute to team discussions and process improvement initiatives
• Demonstrate a high level of productivity and efficiency
• Ability to work independently and as part of a team

Skills

Technical troubleshooting

Customer service

Team collaboration

Cyber security awareness

Education

3+ years technical support experience

Tools

SCCM (Configuration Manager)

Job description

• Hybrid

• Pay or shift range: $25.57 USD to $33.24 USD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

• Full-Time

Description

Salary Grade:15

SUMMARY:

Provides first level support for end-users with software applications, operating systems, computer hardware and peripherals. Answer and resolve calls placed to the Service Desk using call/ticket tracking software to log and monitor progress. Build and maintain bank PC workstations and related equipment. This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours required due to the nature of the job requirements, service interruptions, project work, etc.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

• Provide primary service desk support to users; accurately document and track all user support requests
• Troubleshoot both hardware and software system performance problems
• Direct escalation requests to appropriate team
• Build, deliver, set-up and upgrade of hardware including system configurations and software installations
• Assist with new facility builds, equipment relocation/replacement projects as necessary
• Assist with general office upkeep and organization
• Collaborate with team to maintain up to date documentation
• Contribute to team discussions and process improvement initiatives
• Accurately tracking IT inventory
• Maintain a strong technical understanding of key applications and operating systems
• Demonstrates a high level of productivity and efficiency
• Ability to work independently and as part of a team
• Train and mentor Systems Support Tech I colleagues

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• Minimum of 3 years of technical support experience, preferably in a financial services environment.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to resolve and troubleshoot technology issues/requests independently
• Proven ability to provide training and guidance to other system support techs
• Experience/knowledge of Configuration Manager (SCCM)
• Strong technical aptitude
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

• Driven by a customer-first mindset and willingness to help
• Strong organizational, communication and problem-solving skills required
• Always conducts his/herself in a professional manner
• Timely resolutions/closure on support requests
• Flexibility in hours worked
• Team mentality
• Accurately follows all departmental procedures
• Ability to multitask, work under pressure and prioritize tasks effectively

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.