Senior Desktop Support Technician

Job Details

Job Location:

Corporate 180 - Arlington, MA 02474

Position Type:
Full Time Salary Range: $80,000.00 - $ Salary Leader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $4.5 billion in assets, more than 400 team members, 7 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

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.

• 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; escalat (steps attempted, screenshots/logs, business impact)
• Assist Application System Administrators with support of core banking systems and related applications, including Fiserv products where appropriate
• Assist 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
• Occasional weekend or after-hours work may be required.
• Perform other job-related duties as assigned

• 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
• Ability to independently troubleshoot complex technical issues and escalat with clear documentation and business context
• 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,…