Help Desk Associate

About the role

The Help Desk Associate serves as a Tier 1 technical support specialist at PeoplesBank, a leading mutual bank in Western Mass and Northern Connecticut. Reporting directly to the IT Manager, this role supports the bank's mission of providing top-notch IT services to its associates.

Responsibilities

• Deliver Tier 1 technical support via phone, in-person, email, chat, and ticketing systems, ensuring timely and professional resolution in accordance with help desk protocols.
• Accurately document all service interactions and resolutions using IT tracking software to maintain detailed support records.
• Manage the full lifecycle of service requests, from initial intake to resolution and closure.
• Maintain proactive communication with users to provide updates and ensure complete issue resolution, meeting SLA requirements and enhancing user satisfaction.
• Promote user independence by guiding associates toward effective self-service solutions.
• Diagnose and resolve routine hardware and software issues, applying standard troubleshooting techniques.
• Perform remote diagnostics and support using targeted questioning and technical tools.
• Escalate complex or unresolved issues to higher-level support teams in a timely manner.
• Liaise with IT vendors to coordinate service and support, including hardware repairs and replacements.
• Install, configure, and update hardware and software across user systems.
• Maintain accurate records of the bank’s hardware inventory and ensure asset accountability.
• Effectively prioritize and manage multiple tasks while maintaining high attention to detail and service quality.
• Provide on-site support across multiple PeoplesBank locations in Massachusetts and Connecticut as needed.
• Participate in a rotating on-call schedule, delivering after-hours and weekend support for critical issues.
• Respond to high-priority incidents promptly, escalating as necessary based on severity and established procedures.
• Monitor system alerts and incoming requests to ensure rapid response and resolution.
• Successfully complete all required annual compliance training and testing, ensuring adherence to federal, state, and banking regulations.

Qualifications

• Associates degree
• One+ year(s) of experience in a technical role
• Or an equivalent combination of education and experience

Skills

• Communicates technical concepts clearly and effectively to both technical and non-technical audiences.
• Delivers exceptional customer service while consistently meeting or exceeding organizational service standards.
• Demonstrates strong written and verbal communication skills to support clear and effective interactions.
• Maintains professionalism and patience when engaging with internal stakeholders and external vendors.
• Develops a comprehensive understanding of organizational structure and the diverse needs of help desk users.
• Self-motivated and goal-oriented, with a proactive approach to problem-solving and continuous improvement.
• Excels in time management, issue resolution, and project coordination to ensure timely and high-quality outcomes.

Education and Experience

• CompTIA A+ preferred
• Computer/Technical Skills: Familiarity with Microsoft applications such as: Windows Desktop Operating System – 10, 11, Windows 2016 / 2019 / 2022 Server, Active Directory, Microsoft 365

Other duties as assigned