Help Desk Technician, Ipswich, MA

The Institution for Savings is seeking a Help Desk Technician to provide general in-house technical support, assisting with installation, maintenance, and troubleshooting of personal computer hardware and software. Involves general network and system administration to ensure smooth and efficient operations.

Responsibilities

• Answers, evaluates, and prioritizes incoming Help Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine the source of error.
• Determines whether problems are caused by software or hardware (e.g., MS Word, MS Outlook, Jack Henry’s Xperience or other Bank-supported software, printers, cables, or telephone).
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to a supervisor or tier II technical staff.
• Logs and tracks requests using a Help Desk tracking system and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as Help Desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce the Help Desk incident rate.
• Tests software and hardware to evaluate ease of use and whether products will aid users in performing work.
• Writes or revises user training materials as needed.
• Trains users on software and hardware as needed.
• Installs personal computers, software, and peripheral equipment.
• Participates in a Saturday on-call rotation.
• Writes or revises infrastructure run books/application materials as needed.

Requirements

• High school diploma or general education degree (GED); or one to three months of related experience and/or training; or equivalent combination of education and experience.
• Advanced knowledge of the Microsoft Office Suite.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills to perform and prioritize a high volume of tasks simultaneously.
• Ability to speak effectively before groups of customers or employees of the organization.
• Knowledge of Jack Henry Database software.
• Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals+ (ITF+), and/or CompTIA A+.
• Embrace a team-oriented culture and work collaboratively across the Bank to support the Bank’s strategic growth plans.

Pay

Hourly range: $26.50–$35.00.

Benefits

• Fully paid medical, dental, and vision insurance.
• Dollar-for-dollar 401(k) match up to 10%.
• Life insurance.
• Disability plan.
• Pension plan after 2 years of service.
• Generous vacation and paid-time off.
• Quarterly incentive.