Help Desk Support I

About the role

Provides first-level technical support to internal employees through phone, chat, email, and other support channels. Assists users with routine technology issues by following established procedures, troubleshooting guides, and support processes. Delivers responsive customer service while ensuring incidents and requests are documented, tracked, and resolved or escalated appropriately.

Responsibilities

• Respond to employee requests for technical assistance through approved support channels.
• Troubleshoot and resolve common hardware, software, password, access, and device-related issues using documented procedures.
• Create, update, and maintain support tickets with accurate and complete information.
• Escalate issues that require advanced technical expertise or additional investigation.
• Assist with installing, configuring, and supporting end-user devices, software, and peripheral equipment.
• Communicate resolution steps and provide guidance to users in a clear and professional manner.
• Follow service standards and established processes to ensure timely support delivery.
• Utilize knowledge bases, support documentation, and troubleshooting tools to resolve issues efficiently.
• Participate in team meetings and required training activities to build technical and customer support knowledge.
• Provide desktop, branch, and corporate location support for employees, including routine incidents, service requests, hardware issues, software issues, onboarding, break fix, and end-user assistance.
• Install, configure, image, deploy, troubleshoot, and repair laptops, desktops, mobile devices, printers, scanners, peripherals, and other standard endpoint equipment.
• Support branch and corporate site needs, including equipment setup, workstation troubleshooting, hardware replacements, and onsite support work as assigned.
• Follow established troubleshooting procedures, support standards, ticket workflows, and escalation paths while working under close supervision and guidance from more experienced team members.
• Maintain accurate ticket documentation, asset updates, inventory records, device recovery notes, and knowledge article feedback for common support issues.
• Travel to East Coast branch and corporate locations as needed for installations, troubleshooting, project work, device refreshes, repairs, and operational support.

Requirements

• High school diploma and/or specialized certification.
• 0 - 1 years of relevant experience.
• Basic understanding of desktop operating systems, common software applications, and computer hardware.
• Strong customer service orientation and interpersonal skills.
• Ability to learn new systems, technologies, and support processes.
• Effective verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a team environment.

Pay

Target compensation: $22.60 - $27.16 per hour.

Schedule

Monday - Friday, 8am - 5pm.

Benefits

• Traditional medical, dental, and vision coverage.
• Generous 401(k) match.
• Paid Time Off: up to 15 days accrued in your first year, plus 40 hours of sick time and 3 personal days annually.
• Paid federal holidays.
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria).

Location

Marlboro or Chelmsford, MA.

About the company

First Tech and DCU were founded on the belief that financial solutions should put people first. This belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.