Service Desk Agent 2

Hanscom Federal Credit Union•Littleton, MA

6d•$28 - $35•Hybrid

About The Position

The Service Desk Agent 2 provides first-line and escalated technical support to employees for incidents and service requests requiring elevated permissions or technical expertise. The role performs complex application support focused on containment and internal resolution, and systematically troubleshoots hardware, software, applications, mobile devices, basic networking, and other technology issues, resolving or escalating them as appropriate. The agent independently manages incidents and service requests using IT Service Management tools, including capture, triage, prioritization, tracking, status updates, troubleshooting, documentation, resolution, and escalation in accordance with established service levels, procedures, and policies. The role also handles user account administration and maintenance for new hires, transfers, and terminated employees, and leads the biweekly new-hire initial logon process. The position researches complex incidents using the Knowledge Management System and documented procedures, collaborates with the Escalation Engineer when advanced support is needed, and creates and maintains Service Desk knowledge articles. As an experienced team resource, the agent models procedures and policies, provides constructive feedback, and helps colleagues learn and grow. The role provides backup support for other IT functions, performs Service Desk Agent 1 duties as needed, and takes on additional responsibilities as assigned. It must also comply with documentation, incident tracking, service request, change control, release management, applicable legal and regulatory, and company policy requirements. The position is based in Littleton and follows a hybrid schedule of three days in the office and two days remote per week. Work is primarily indoors in a climate-controlled office with minimal noise. Occasional travel to remote branches and offices and extended hours or weekend coverage may be required.

Requirements

At least three years of help desk experience or other demonstrated technical competence supporting PC hardware, peripherals, applications, and basic networking in a corporate environment.
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Strong analytical and systematic troubleshooting skills, including the ability to independently research issues, identify causes, and develop appropriate solutions.
Strong customer service and communication skills, including judgment, discretion, and diplomacy when handling sensitive or confidential matters.
Ability to organize and prioritize multiple incidents and service requests with competing priorities.
Experience supporting Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and core Office applications.
Experience supporting iOS and Android mobile devices and troubleshooting TCP/IP networking and network-connected devices, including printers and scanners.
Commitment to working in a purpose-driven organization and promoting individual and team accountability.
Ability to lift up to 20 pounds occasionally, work at a computer for an average of six to eight hours per day, climb or descend stairs in an emergency, and maintain regular, reliable, and timely attendance.
Ability to work extended hours, participate in a weekend coverage rotation, travel occasionally to remote branch and office locations, and use automobile, commercial airline, rental vehicle, or public transportation and lodge in public facilities when required.

Responsibilities

Provide first-line and escalated technical support for employee incidents and service requests requiring elevated permissions or technical expertise.
Perform complex application support focused on containment and internal resolution.
Troubleshoot hardware, software, applications, mobile devices, basic networking, and other technology issues; resolve or escalate as appropriate.
Manage incidents and service requests in IT Service Management tools, including capture, triage, prioritization, tracking, status updates, troubleshooting, documentation, resolution, and escalation.
Administer and maintain user accounts for new hires, transfers, and terminated employees.
Lead the biweekly new-hire initial logon process.
Research and resolve complex incidents using the Knowledge Management System and documented standard operating procedures.
Collaborate with the Escalation Engineer when advanced technical support is required.
Create and curate Service Desk knowledge articles and recommend improvements to the knowledge base and known-issues tracking database.
Serve as an experienced resource to the Service Desk team by modeling procedures and policies, providing constructive feedback, and helping team members learn and grow.
Provide backup support for other Information Technology functions by performing routine, well-documented tasks as needed.
Follow requirements for documentation, incident tracking, service requests, change control, and release management; comply with applicable laws, regulations, and company policies, including Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control requirements.
Perform Service Desk Agent 1 responsibilities as needed and assume additional responsibilities as assigned.