IT Support Specialist ; Helpdesk

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Technical Canton, MA, US

30+ days ago Requisition

Salary Range: $28.80 To $29.50 Hourly

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial
(formerly known as Rockland FCU) with a bold vision for the future-one built on innovation, technology, and a commitment to helping people live more and worry less.

For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve.

If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

• Certified Great Place to Work
• Competitive pay
• Comprehensive benefits package including health, dental, vision, life, and AD&D
• 401(k) plan with employer match
• Hybrid work from home flexibility (min 3 days a week in office)
• Generous paid time off and holidays
• Tuition reimbursement and professional development opportunities
• Opportunities for professional growth and career development
• Meaningful work that positively impacts our members and communities

As an IT Support Specialist I, you’ll be a key part of the team helping our employees get the most from their technology. You’ll provide friendly, responsive support for everyday hardware, software, applications, and technology questions while building your technical knowledge and troubleshooting skills. Reporting to the Manager-IT, you’ll work alongside the IT team to keep technology running smoothly and help create a great internal service experience.

• Provide first-level technical support for desktop hardware, software, Microsoft 365, business applications, network connectivity, phones, printers, and other technology resources.
• Respond to employee technology questions and requests through in-person, remote, phone, and Help Desk support.
• Troubleshoot and resolve common hardware, software, connectivity, printing, and application issues, escalating more complex problems when needed.
• Install, configure, maintain, and troubleshoot workstations, laptops, mobile devices, printers, scanners, phones, and other end-user equipment.
• Assist with user account maintenance, password resets, Microsoft 365 access, application permissions, and other basic user provisioning activities in accordance with established security practices.
• Accurately document incidents, troubleshooting steps, resolutions, and user requests in the Help Desk ticketing system.
• Assist with technology deployments, equipment refreshes, software installations, system upgrades, and other IT projects.
• Provide guidance to employees on technology tools, applications, cybersecurity practices, and responsible use of AI-enabled workplace technologies.
• Maintain knowledge of Credit Union systems, technology standards, security practices, and common business applications.
• Identify recurring issues and share observations with the IT team to help improve support processes and the employee technology experience.
• Participate in Help Desk operational activities and support technology maintenance as needed.
• Participate in the department’s rotating on-call schedule and provide after-hours support as required.

• High school diploma or equivalent required; associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
• 1-2 years of experience providing technical, desktop,…