Service Desk Technician I at Middlesex Savings Bank – Westborough, Massachusetts

Service Desk Technician I

US-MA-Westborough

Job ID: 5693
Type: Full Time
# of Openings: 1
Category: IT/Operations - System Support
Westborough Operations Center

Overview

The Service Desk Technician I's role is to provide daily phone and e-mail support for all employee computer related requests. As the first line of support, this individual will use their excellent customer service skills and computer knowledge to provide immediate solutions to technology issues or to act as the liaison with secondary support to get the issues resolved. Performs any functions, within the scope of authority and expertise and provides the highest level of service and responsiveness to customers and co-workers.

Responsibilities

• Provide first-level day-to-day phone and email support for all employee computer related requests.
• Record all support calls utilizing ticketing software, questions and requests into the Information Technology call tracking system.
• Maintains user accounts per defined policy for the Bank’s Microsoft Network Operating System (Active Directory/Entra).
• Maintains user accounts per defined policy for the Bank’s primary banking applications (Insight).
• Maintains user accounts per defined policy in Bank related applications (Endpoint Security, MSB360, WITS, Unity Voicemail, Microsoft 365).
• Maintains accurate inventory records in the Asset Tracking system.
• Insure the integrity and confidentiality of data residing in the Bank’s information systems.
• Perform all duties in accordance with prescribed regulatory compliance guidelines.
• Perform related and unrelated duties as may be required.
• Deploy workstations to both on site and remote user locations.

Qualifications

Education

• High School Diploma is required

Work Experience

• 1-2 years of information technology experience is required

Knowledge, Skills, and Abilities

• The ability to think logically, analytically and manage multiple priorities simultaneously.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Good judgment with the ability to make sound and timely decisions.
• Must have a valid driver's license. Travel to Bank’s sites may be required.
• Ability to lift and move 50 pounds.
• Must have schedule flexibility and be able to work all shifts, extended hours and weekends.

Licenses and Certifications

• CompTIA A+ Certification Required

• Must have a valid driver’s license Required

Equal Opportunity Employer, including disability/protected veterans