Help Desk Support III

About the Role

Provides experienced technical support to internal employees by resolving a wide range of complex service requests and technology issues. Serves as a knowledgeable resource within the support organization, applying sound judgment to troubleshoot non-routine issues, coordinate resolutions, and help improve operational effectiveness. Supports high-quality service delivery while contributing expertise, process improvements, and knowledge sharing across the team.

Responsibilities

• Resolve complex technical issues involving hardware, software, operating systems, access management, and network-connected technologies.
• Investigate problems that require deeper analysis and adaptation of established troubleshooting approaches.
• Serve as an escalation point for difficult or sensitive customer issues.
• Coordinate resolution efforts with internal technology teams, vendors, or business partners as needed.
• Monitor incident queues and ensure timely follow-up, communication, and closure of assigned work.
• Identify trends, recurring issues, and support gaps, recommending improvements to processes, tools, or documentation.
• Develop and maintain knowledge resources that improve resolution consistency and team effectiveness.
• Provide guidance and informal mentoring to less experienced team members.
• Assist with testing, implementation, and support of new technologies, enhancements, or service initiatives.
• Contribute to operational projects focused on improving service quality, efficiency, and user experience.
• Provide advanced desktop, branch, and corporate location support for complex endpoint, hardware, software, peripheral, printing, mobile device, workplace technology, and general technical support issues.
• Support employee onboarding activities, including workstation setup, device preparation, equipment deployment, software installation, account/access coordination, and first-day technical support as needed.
• Image, configure, deploy, troubleshoot, and repair laptops, desktops, mobile devices, printers, scanners, peripherals, and other standard endpoint equipment in alignment with Desktop Support/EUC standards.
• Serve as an escalation resource for Technician I and Technician II team members by recognizing recurring issue patterns, applying appropriate solutions, and documenting resolution steps.
• Lead or support small-to-medium desktop support projects, including branch technology work, device deployments, hardware refresh/remediations, software rollouts, office moves, and site technology upgrades.
• Coordinate with IT teams and vendors as needed to resolve end user technology issues while remaining focused on Desktop Support/EUC responsibilities.
• Identify process improvement opportunities, improve documentation, contribute to knowledge base content, and help standardize support workflows across branch and corporate locations.
• Travel to East Coast branch and corporate locations as needed for installations, troubleshooting, project work, device refreshes, repairs, escalations, and operational support.

Scope

Has a broad understanding of standard processes and common exceptions. Recognizes patterns in recurring issues and applies appropriate solutions. Exercises judgment within defined procedures. Works on assignments that are moderately difficult, requiring judgment in resolving issues in accordance with established policy and procedures. Problems are varied and require analysis and fact-finding. Typically receives little instruction on daily work, general instructions on newly introduced assignments. Works under limited supervision. May train others on the team.

Requirements

• High school diploma and/or specialized certification.
• 2 - 4 years of relevant experience.

Skills

• Strong knowledge of desktop systems, software applications, endpoint technologies, and support practices.
• Demonstrated ability to diagnose and resolve complex technical issues.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to communicate technical concepts effectively to both technical and non-technical audiences.
• Experience working with ticketing systems, knowledge bases, and service management tools.
• Proven ability to collaborate across teams and build productive working relationships.
• Ability to balance customer needs, operational priorities, and service commitments.

Location

Marlboro or Chelmsford, MA

Pay

$28.40 - $34.15 per hour

Schedule

Monday - Friday 8am - 5pm

Benefits

• Traditional medical, dental, and vision coverage.
• Generous 401(k) match.
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh 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).

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.