Desktop Support Technician
About The Position
Leader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with more than $5 billion in assets, 450+ team members, 7 branch offices, and annual mortgage originations of over $2 billion. Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion. The Desktop Support Technician is a part of the Bank’s Information Technology Department and is responsible for the Bank’s technology support, deployment, and implementation. This role may require frequent travel to branch offices to provide onsite support, deployments, and issue resolution. Expected travel frequency is approximately 2-4 days per week, mainly between our Falmouth, MA and Needham, MA locations and once per week to our corporate office in Arlington, MA.
Requirements
- Bachelor’s Degree in Information Technology, Cybersecurity, Computer Science or a related field, or significant equivalent experience
- At least 2 years of experience in supporting and maintaining applications
- Familiarity with Microsoft 365, Microsoft Windows, printers, mobile devices and operating systems, Microsoft Teams, MFA, endpoint management, ticketing systems, and remote support tools
- Basic understanding of networking concepts such as IP addressing, Wi-Fi, VPN, DNS, DHCP, and connectivity troubleshooting.
- Comfortable working in a regulated environment and following documented IT/security procedures
- Valid driver’s license / ability to travel between sites reliably
- Ability to lift equipment (monitors, PCs, printers)
- Strong oral and written communication skills with a preference for team-based work
- A desire to work with and contribute to an energetic and engaged team of technology professionals
- Detail-oriented, even when faced with multiple deadlines on multiple assignments
- An interest in continuous learning and experimenting to deliver value to end users
Nice To Haves
- Industry standard certifications preferred (e.g. CompTIA A+, Network+, Security+)
Responsibilities
- Support and maintain all Leader Bank authorized applications
- Serve as the first point of contact for end-user technology support; triage issues and escalate when appropriate
- Own assigned support tickets end-to-end; escalate with complete context (steps attempted, screenshots/logs, business impact)
- Deploy, configure, and refresh endpoints; perform imaging/re-imaging and workstation setups
- Draft and maintain support documentation, Standard Operating Procedures (SOPs), and knowledge articles
- Maintain accurate asset inventory and support lifecycle tracking for branch equipment
- Regularly review existing systems and make recommendations for improvements
- Willingness to learn and take on new responsibilities when requested
- Some weekend and off-hour work might be required
- Perform other job-related duties as assigned
Benefits
- 401k plan with corporate match
- medical and dental insurance
- health insurance coverage
- team member wellness program
- life and disability insurance
- retirement savings plan
- paid holidays
- paid time off and vacation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
