Service Desk Agent -Plymouth​/Rockland Town, MA; Onsite - Long Term

Role:
Service Desk Agent

Location:

Plymouth/Rockland Town, MA (Onsite)

Duration:
Long Term

• 2-3 years of Phone/Customer support experience mandatory with excellent communication skills.
• 2-3 years of Windows Technical Service desk experience.
• Knowledge of Windows 11 and basics of Windows Server.
• Basic knowledge of Windows, AD, VMWare, Exchange, MECM, SCOM.
• Experience with ITSM ticketing tools such as Ivanti, Service Now.
• User password reset/account unlock/creation for Active Directory, Horizon, Business applications.
• Remote desktop connectivity applications, Windows endpoint support.
• MS Office Suite and application support.
• Web Application, VPN knowledge.
• Administer and provide User account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals.
• Install, configure, and update banking‑approved software.
• Follow all internal controls and policies.
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats.
• Maintain a strong focus on data privacy and cybersecurity best practices.
• Document solutions and create user guides/knowledge base articles.
• Responsible for installing desktop applications and software.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
• Respond to telephone calls, email, instant messages, and create tickets; assign work orders/incidents to appropriate support teams and follow up until closure.
• Respond to, diagnose, and resolve problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow‑up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Route problems to internal 2nd level IT support staff.
• Highly self‑motivated with keen attention to detail.

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

• Bachelor’s/Associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and above average knowledge of Windows OS & Microsoft 365, Active Directory / Azure AD, VPN & MFA, ITIL framework.
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast‑paced, highly regulated environment.

• Graduate and preferably BCA or any other Technical Field.
• Excellent Communication Skills (Written/Verbal).
• Exceptional customer service orientation.
• Disciplined, systematic problem‑solving skills required.