Senior Desktop Support Technician

Summary

The Senior Desktop Support Technician is a part of the Bank’s Information Technology Department and is responsible for the Bank’s technology support, deployment, and implementation. This role requires travel to branch offices, primarily across eastern Massachusetts to provide onsite support, equipment deployment, and issue resolution. Expected travel frequency is approximately 0-1 days per week.

Responsibilities

• Serve as a senior technical resource and escalation point for complex end-user technology issues, including hardware, software, Microsoft 365, Microsoft Teams, printers, mobile devices, MFA, remote access, endpoint management, and workstation connectivity
• Mentor other members of the Desktop Support Team and act as a role model by demonstrating excellent customer service, technical troubleshooting, ownership, and professionalism
• Own assigned support tickets end-to-end; escalate with complete context (steps attempted, screenshots/logs, business impact)
• Aid Application System Administrators with support of core banking systems and related applications, including Fiserv products where appropriate
• Aid the Network Engineer with physical and wireless network connectivity troubleshooting
• Deploy, configure, and refresh endpoints; perform imaging/re-imaging and workstation setups
• Draft and maintain support documentation, Standard Operating Procedures (SOPs), and knowledge articles
• Maintain accurate asset inventory and support lifecycle tracking for branch equipment
• Regularly review existing systems and make recommendations for improvements
• Willingness to learn and take on new responsibilities when requested

Qualifications

• Bachelor’s Degree in Information Technology, Cybersecurity, Computer Science or a related field, or significant equivalent experience
• 4+ years of progressive experience in desktop support, IT support, endpoint support, or related IT operations
• Strong working knowledge of Microsoft Windows, Microsoft 365, Microsoft Teams, MFA, printers, mobile devices, endpoint troubleshooting, ticketing systems, and remote support tools
• Experience deploying, configuring, imaging, re-imaging, troubleshooting, and supporting desktops, laptops, peripherals, and business applications
• Basic understanding of networking concepts, including IP addressing, Wi-Fi, VPN, DNS, DHCP, and connectivity troubleshooting
• Strong customer service, written communication, verbal communication, and documentation skills
• Ability to mentor junior team members and contribute positively to a team-based IT support environment
• Comfortable working in a regulated environment and following documented IT, security, and compliance procedures
• Detail-oriented with the ability to manage multiple priorities, deadlines, support requests, and project tasks
• Valid driver’s license / ability to travel between sites reliably
• Ability to lift equipment (monitors, PCs, printers)

Preferred Qualifications

• Experience supporting technology in a banking, financial services, mortgage, or regulated environment
• Experience supporting or assisting with core banking platforms, Fiserv products, or other financial services applications
• Experience with endpoint management, patching, asset inventory, remote support, imaging, and deployment tools
• Experience with Microsoft Intune, Entra ID, Active Directory, Group Policy, Microsoft Defender, or similar enterprise IT tools
• CompTIA A+, Network+, Security+, Microsoft, or similar industry certification
• Familiarity with ITIL-aligned ticket management, incident management, knowledge management, and service request workflows

Benefits

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization. Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class. The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. Salary Minimum: $80,000.00 - Salary Max: $105,000.00

In addition to the base salary, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation. Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class. Leader Bank is an E-Verify® participant. * For more information, click on the links below: E-Verify® Participation Poster E-Verify® Informational Poster