Service Desk Agent 2

Hanscom Federal Credit Union•Littleton, MA

5d•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 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 through IT Service Management tools, including intake, triage, prioritization, tracking, status updates, troubleshooting, documentation, resolution, and escalation under established service levels and procedures. Responsibilities also include user account administration, leading the biweekly new-hire initial logon process, researching complex incidents through the Knowledge Management System, creating and maintaining knowledge articles, and supporting improvements to the knowledge base and known-issues database. This position is an experienced resource for the Service Desk team, modeling procedures, providing constructive feedback, and supporting team learning and accountability. The agent may perform routine backup tasks for other IT functions, comply with company documentation and change-management requirements and applicable laws and policies, perform Service Desk Agent 1 duties as needed, and take on additional responsibilities as assigned. 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. The role may require extended hours, participation in a weekend coverage rotation, and occasional travel to remote branch and office locations.

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 the judgment, discretion, and diplomacy needed to handle 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 perform primarily sedentary work with limited physical exertion and occasionally lift up to 20 pounds.
Ability to work at a computer 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 travel occasionally by automobile, commercial airline, rental vehicle, or public transportation and lodge in public facilities when required.

Responsibilities

Provide first-line and escalated technical support to employees for incidents and service requests requiring elevated permissions or technical expertise.
Perform complex application support and troubleshoot hardware, software, applications, mobile devices, basic networking, and other technology issues; resolve or escalate issues as appropriate.
Independently manage incidents and service requests in 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.
Administer and maintain user accounts for new hires, transfers, and terminated employees, and lead the biweekly new-hire initial logon process.
Research and resolve complex incidents using the Knowledge Management System and documented standard operating procedures, collaborating 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, helping team members learn and grow, and promoting accountability.
Provide backup support for other Information Technology functions by performing well-documented routine tasks as needed.
Follow company 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.