Systems Support Technician II

Mutual Bancorp•Raynham, MA

1d•$26 - $33•Hybrid

About The Position

Provides first level support for end-users with software applications, operating systems, computer hardware and peripherals. Answers and resolves calls placed to the Service Desk using call/ticket tracking software to log and monitor progress. Builds and maintains bank PC workstations and related equipment. This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours required due to the nature of the job requirements, service interruptions, project work, etc.

Requirements

Minimum of 3 years of technical support experience, preferably in a financial services environment.
Service desk (or customer service) experience required
Ability to resolve and troubleshoot technology issues/requests independently
Proven ability to provide training and guidance to other system support techs
Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory
Experience/knowledge of Configuration Manager (SCCM)
Strong technical aptitude
Must have cyber security awareness to protect the digital environment, the Bank, and customers.
Strong organizational, communication and problem-solving skills required
Always conducts his/herself in a professional manner
Timely resolutions/closure on support requests
Flexibility in hours worked
Team mentality
Accurately follows all departmental procedures
Ability to multitask, work under pressure and prioritize tasks effectively

Nice To Haves

Associates degree, or relevant certifications a plus

Responsibilities

Provide primary service desk support to users; accurately document and track all user support requests
Troubleshoot both hardware and software system performance problems
Direct escalation requests to appropriate team
Build, deliver, set-up and upgrade of hardware including system configurations and software installations
Replace/repair defective equipment
Assist with new facility builds, equipment relocation/replacement projects as necessary
Assist with general office upkeep and organization
Collaborate with team to maintain up to date documentation
Contribute to team discussions and process improvement initiatives
Accurately tracking IT inventory
Maintain a strong technical understanding of key applications and operating systems
Demonstrates a high level of productivity and efficiency
Ability to work independently and as part of a team
Train and mentor Systems Support Tech I colleagues