Help Desk Technician, Ipswich, MA

Help Desk Technician

Full time employee

Ipswich, MA, US

Salary Range: $26.50 To $35.00 Annually

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.

• 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.

• 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.

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.