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$20/hr–$32/hr
Full-time
bachelor degree
Posted 13d ago
~40 hrs/week
Responsibilities
The IT Support Technician is responsible for identifying, analyzing, and resolving technical problems while providing support services across all lines of business. They also manage hardware and software configurations, maintain support documentation, and ensure compliance with banking regulations.
Requirements
Candidates must possess a Bachelor’s degree in Computer Science or equivalent experience along with at least 2 years of work experience in multiple platforms. Strong technical troubleshooting skills and excellent customer service abilities are required for this role.
Full job description
Division: Technology
Department: IT-Service Mgmt & Ops
Reports to: VP, IT Manager
Status: Non -Exempt
Grade: 7
Salary Range: $20.50 - $32.12
Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Worcester, MA
Purpose/Objective:
Possesses strong understanding of Information Systems in order to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Businesses. Researches, logs and tracks trouble tickets, generates reports and assists all IT staff on other related issues / duties as needed.
Key Accountabilities:
Ability to recognize, analyze and troubleshoot end-user problems. Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue. Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team. Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware/software. Prepare various reports for management and auditing purposes. Process IT access level request forms. 70%
Documents and tracks detail information about tickets opened in the Support Desk System and conducts required follow up with client to ensure the issue on the ticket has been successfully resolved. Prepares and maintains Support Desk documentation and procedures. 15%
Configures and manages PC and Laptop imaging and software distribution packages. Manage inventory levels ensuring adequate stock levels. Provide instruction and guidance to other technicians as needed. Creates and maintains accurate knowledge base articles for Desktop Support Technicians. Assist with ticket system queue management and assignments. 15%
Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.
Up to 25% travel may be required.
Education:
Computer Science Bachelor’s Degree or equivalent experience
Experience:
2+ years computer related work experience in multiple platforms (including Network, Internet and Telecommunications)
Skills & Knowledge:
Solid understanding of Desktop/Service Desk technologies
Basic understanding of Networking
Proven ability in diagnosis and resolution of technical problems
Excellent written and verbal customer services skills required
Ability to work well in a team environment
Ability to work flexible hours
Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [email protected].
Related keywords
IT SupportDesktop SupportService DeskTroubleshootingNetworkingHardwareSoftwarePC ImagingLaptop ImagingInventory ManagementTechnical SupportBankingComplianceTicket ManagementInformation SystemsTelecommunications
Beacon Bank is a full-service, regional bank serving the Northeast and a subsidiary of Beacon Financial Corporation (NYSE: BBT). Headquartered in Boston, the bank has $24 billion in assets and more than 145 branches throughout New England and New York. The company, through Beacon Bank, offers a full suite of tailored banking solutions including commercial, cash management, asset-based lending, retail, consumer and residential products and services. It also provides equipment financing through its Eastern Funding subsidiary, SBA lending through its 44 Business Capital division and private wealth services through Clarendon Private.
Offices: Boston, Massachusetts, US
Commercial BankingBusiness Banking Personal BankingInvesting & Wealthand Private Banking