IT Support Technician

bankESB•Peabody, MA

11d•$26 - $29•Onsite

About The Position

This position is responsible for receiving and responding to incoming calls and emails regarding desktop problems via the company's Help Desk. The IT Support Technician will be the primary contact for the Bank’s internal Help Desk, performing on-site analysis, diagnosis, and resolution of complex desktop problems for end-users. This role involves recommending and implementing corrective solutions for all bank-owned computer equipment, responding to move, add, and change (MAC) requests, and configuring, deploying, maintaining, troubleshooting, and supporting computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment. The technician will also install and support PC, laptop, tablet, and mobile hardware and software, accurately document equipment failures, repairs, installations, and removals, and provide periodic reports to management. Additionally, this role involves assessing the need for and implementing performance upgrades, coordinating with the Network Administrator for system and security patches, maintaining an inventory of computer assets and telecommunications equipment, and participating in hardware and software reviews to recommend purchases. Marginal duties include collaborating with the Network Administrator for efficient operation, assisting in preparing and maintaining procedures, troubleshooting application issues as they relate to the end-user, and interfacing with hardware and software vendors. The technician will also support end-users with network and application password resets and assume additional responsibilities as requested. This role requires being on call when the bank is open and may involve visiting branch offices, potentially during off-hours.

Requirements

BS in Computer Science or equivalent.
3 – 5 years of prior Help Desk or Desktop Support related experience
Knowledge of Microsoft’s Active Directory and Domains.
Fundamental knowledge of IP Telephony to assist with phone system moves/adds/changes.
Working knowledge of LAN’s and WAN’s.
Ability to create operating system images
High level of analytical ability with the skill to work independently and also in group settings.
Strong interpersonal skills. Effectively interact with all levels of the organization in a professional and courteous manner.

Nice To Haves

Certifications from CompTIA, MCDST or HDI are a plus.
Previous financial services industry experiences a plus.

Responsibilities

Receive and respond to incoming calls and e-mails regarding desktop problems via the companies Help Desk.
Primary contact for the Bank’s internal Help Desk.
Perform on-site analysis, diagnosis and resolution of complex desktop problems for end-users.
Recommend and implement corrective solutions for all bank owned computer equipment.
Respond to move, add and changes (MAC) requests as they are submitted and approved including scheduling and completion.
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
Install and support PC, laptop, tablet and mobile hardware and software.
Accurately document instances of desktop equipment or component failure, repair, installation and removal.
Provide periodic reports to management.
Assess the need for and implement performance upgrades to Computers including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives RAM, CD-ROMs and so on.
Coordinate with the Network Administrator to ensure that all workstations are up to date with current system and security patches.
Responsible for maintaining an inventory of all Computer assets and telecommunications equipment for the bank using an asset inventory database.
Participate in hardware and software reviews and recommend purchases.
Collaborate with the Network Administrator to ensure efficient operation of the Bank’s desktop computing environment.
Assist in preparing, maintaining and upholding procedures for logging, reporting and statistically monitoring desktop operations.
Work together with the internal Application Support team to troubleshoot the Bank’s application issues as they relate to the end-user and desktop computing.
Interfaces with all computer hardware and software vendors on an as needed basis to ensure that all hardware and software is running smoothly and efficiently.
Support end user with network and application password resets.
Assumes additional responsibilities as requested.
Required to be on call when the bank is open for purposes of helping to resolve problems with all computer related equipment.
Will be required to visit branch offices depending on the nature of the problem being solved.
This could include off normal working hours.