IT Support Engineer I

Mascoma Bank•White River Junction, VT

2d•Hybrid

About The Position

Provides first-line technical assistance to end users by troubleshooting hardware, software, network, and account-related issues. This role is responsible for responding to support requests via phone, email, chat, or ticketing system, resolving common technical problems, documenting incidents, and escalating issues to higher-level support teams when necessary. Strong customer service, communication, and problem-solving skills are essential to ensure timely and effective resolution of user concerns while meeting established service level agreement (SLA) targets.

Requirements

A high school diploma or equivalent required
Technical certifications, such as A+, are a plus.
Previous experience in a help desk, technical support, customer service, or similar role
Familiarity with Microsoft Windows, Microsoft Office, Microsoft 365, Active Directory, Salesforce, or other business applications.
Experience supporting and troubleshooting a variety of technology devices, including computers, printers, smartphones, and tablets.
Strong problem-solving, organizational, and communication skills, with the ability to explain technical concepts clearly and effectively to users with varying levels of technical knowledge.
A commitment to professionalism, confidentiality, and the responsible handling of sensitive information in accordance with applicable privacy and security requirements.

Nice To Haves

an associate degree in Information Technology or a related field is preferred.

Responsibilities

Provide friendly and effective technical support to employees, helping them resolve technology-related issues, and return to work quickly.
Respond to support requests and troubleshoot hardware, software, and system issues in a timely manner.
Participate in a rotating on-call schedule to provide occasional after-hours and weekend support when needed.
Maintain clear and accurate records of technical issues, solutions, and system updates.
Set up and configure computers, software, and technology equipment for employees across the organization.
Perform routine system updates and upgrades to keep technology secure, reliable, and up to date.
Manage employee access to systems and applications, ensuring appropriate security and user permissions.
Support new employee onboarding by preparing technology resources and providing initial setup assistance.
Assist employees with company-issued mobile devices, including setup, troubleshooting, and ongoing support.
Create and share user guides, training materials, and technology best practices to help employees use systems effectively.
Work with external technology vendors and service providers to resolve issues and implement solutions.
Contribute to special projects and perform other duties that support the Bank's technology and business objectives.