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Help Desk Technician

Institution for Savings
2 days ago
Full-time
On-site
Ipswich, Massachusetts, United States
$26.50 - $35 USD yearly

Help Desk Technician

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 request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
  • Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error. 
  • Determines whether problem is caused by Software or hardware for example 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 to more complex problems to supervisor or tier II technical staff. 
  • Logs and tracks requests using Help Desk tracking system and maintain history records and related problem documentation. 
  • Prepare standard statistical reports, such as Help Desk incident reports. 
  • Analyzes and evaluates incident reports and makes recommendations to reduce 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.

Job Qualifications: 

  • High school diploma or general education degree (GED); or one to three months 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 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.

Hourly Range: $26.50-$35.00 

The salary range listed is just one component of the Bank’s total compensation package. Other rewards include fully paid medical, dental and vision insurance, as well as 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; and quarterly incentive. 

The Institution for Savings is an Equal Opportunity Employer. 

Member FDIC. Member DIF.