Service Desk Technician

Overview

The Service Desk Technician I’s role is to provide daily phone and e‑mail support for all employee computer related requests. As the first line of support, this individual will use their excellent customer service skills and computer knowledge to provide immediate solutions to technology issues or act as the liaison with secondary support to resolve issues. The Technician performs functions within the scope of authority and expertise, providing the highest level of service and responsiveness to customers and co‑workers.

• Provide first‑level day‑to‑day phone and email support for all employee computer related requests.
• Record all support calls, questions, and requests utilizing the ticketing software in the Information Technology call tracking system.
• Maintain user accounts per defined policy for the Bank’s Microsoft Network Operating System (Active Directory/Entra).
• Maintain user accounts per defined policy for the Bank’s primary banking applications (Insight).
• Maintain user accounts per defined policy in Bank‑related applications (Endpoint Security, MSB
  360, WITS, Unity Voicemail, Microsoft 365).
• Maintain accurate inventory records in the Asset Tracking system.
• Ensure the integrity and confidentiality of data residing in the Bank’s information systems.
• Perform all duties in accordance with prescribed regulatory compliance guidelines.
• Perform related and unrelated duties as may be required.
• Deploy workstations to both on‑site and remote user locations.

• Education:
  
  High School Diploma is required.
• Work Experience:
  
  1‑2 years of information technology experience is required.
• Knowledge, Skills, and Abilities:
  Logical and analytical thinking; management of multiple priorities; excellent verbal and written communication; excellent customer service; sound and timely decision making; valid driver’s license (travel to Bank sites may be required); ability to lift and move 50 pounds; schedule flexibility to work all shifts, extended hours, and weekends.
• Licenses and
  
  Certifications:
  
  CompTIA A+ Certification required; valid driver’s license required.

The expected annual pay range for this role is $41,097 to $62,682. This range is the annual salary we in good faith expect to pay for this role at the time of posting. Actual compensation may fluctuate higher or lower and may be modified in the future due to several factors including relevant experience, certifications, qualifications, internal equity, adjustments to the requirements and responsibilities, business needs, and economic and market data.

Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities.