IT Support Technician

Division: Technology | Department: IT-Service Mgmt & Ops | Reports to: VP, IT Manager | Location: Worcester, MA | Status: Non-Exempt | Grade: 7

About the Role

Possesses a strong understanding of Information Systems to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Business. Researches, logs, and tracks trouble tickets, generates reports, and assists all IT staff on related issues and duties as needed.

Responsibilities

• Ability to recognize, analyze, and troubleshoot end-user problems.
• Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue.
• Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team.
• Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware/software.
• Prepare various reports for management and auditing purposes.
• Process IT access level request forms.
• 70% Documents and tracks detailed information about tickets opened in the Support Desk System and conducts required follow-up with clients to ensure successful resolution.
• Prepares and maintains Support Desk documentation and procedures.
• 15% Configures and manages PC and Laptop imaging and software distribution packages. Manages inventory levels to ensure adequate stock. Provides instruction and guidance to other technicians as needed.
• Creates and maintains accurate knowledge base articles for Desktop Support Technicians.
• Assists with ticket system queue management and assignments.
• 15% Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures to reduce risk and uphold ethical standards.
• Up to 25% travel may be required.

Requirements

• Computer Science Bachelor’s Degree or equivalent experience.
• 2+ years of computer-related work experience in multiple platforms (including Network, Internet, and Telecommunications).

Skills & Knowledge

• Solid understanding of Desktop/Service Desk technologies.
• Basic understanding of Networking.
• Proven ability in diagnosis and resolution of technical problems.
• Excellent written and verbal customer service skills.
• Ability to work well in a team environment.
• Ability to work flexible hours.

Pay

Salary Range: $20.50 - $32.12 per hour. Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.