Systems Support Technician II

Cape Cod 5 • Leominster, MA

2d

About The Position

Provides first-level support to end users for software applications, operating systems, computer hardware, and peripherals. The role handles and resolves Service Desk calls using call and ticket tracking software to log requests and monitor their progress. It also builds and maintains bank PC workstations and related equipment. The position includes on-call responsibilities in rotation with other team members and requires flexibility to work outside normal hours for service interruptions, project work, and other job requirements.

Requirements

• Minimum of 3 years of technical support experience; experience in a financial services environment is preferred.
• Service Desk or customer service experience.
• Ability to independently resolve and troubleshoot technology issues and requests.
• Proven ability to train and guide other systems support technicians.
• Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory.
• Cybersecurity awareness to protect the digital environment, the Bank, and its customers.
• Strong organizational, communication, and problem-solving skills.
• Professional conduct and timely resolution and closure of support requests.
• Flexibility in working hours.
• Ability to follow departmental procedures accurately.
• Ability to multitask, work under pressure, and prioritize tasks effectively.
• Ability to work independently and as part of a team.

Nice To Haves

• Associate degree or relevant certifications.
• Experience in a financial services environment.
• Experience or knowledge of Configuration Manager (SCCM).

Responsibilities

• Provide primary Service Desk support to users and accurately document and track support requests.
• Troubleshoot hardware and software system performance problems.
• Direct escalation requests to the appropriate team.
• Build, deliver, set up, and upgrade hardware, including system configurations and software installations.
• Replace or repair defective equipment.
• Assist with new facility builds and equipment relocation or replacement projects as necessary.
• Assist with general office upkeep and organization.
• Collaborate with the team to maintain up-to-date documentation.
• Contribute to team discussions and process improvement initiatives.
• Accurately track IT inventory.
• Maintain a strong technical understanding of key applications and operating systems.
• Train and mentor Systems Support Tech I colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed