Help Desk Associate

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization.

Summary: This position provides tier 1 technical support and assistance in day-to-day IT operations. This includes phone, in person, and remote support for access, computer systems, hardware and software.Provides support to bank associates via service request handling and distribution. This position will perform routine technical support tasks including but not limited to installing/troubleshooting hardware, re-imaging systems, installing/troubleshooting software, account provisioning/maintenance, and other request types.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Responding to service requests for technical assistance via phone, in person, email, chat or assignments within a ticket queue in a timely and professional manner. Following standard help desk procedures.

• Thoroughly document all incoming help desk interactions and resolutions using IT Tracking Software.

• Successful administration of the service request lifecycle.

• Follows up with customers and bank associates to ensure a complete resolution of issues in addition to following up with bank associates to provide status updates as per SLAs to ensure a positive customer experience.

• Guides associates toward self service solutions.

• Diagnoses, identifies, and resolves routine technical hardware and software issues.

• Performs remote troubleshooting through diagnostic techniques and pertinent questions.

• Escalates unresolved issues to the next level of support personnel as needed.

• Contacts Information Technology vendors to request service and support as needed.

• Coordinates vendor repair request for hardware.

• Responsible for the installation and updating of hardware and software.

• Maintains the Bank's hardware inventory.

• Coordinates and prioritizes multiple tasks while maintaining attention to detail and quality.

• Travels as needed to PeoplesBank locations in MA and CT.

• Provides weekend and after hours on-call support during assigned weeks.

• Manages and responds to all critical and high priority calls in a timely manner, escalating to next level support based on criticality and procedure.

• Monitors incoming alerts and requests.

• Completes all yearly compliance training and testing on time and complies with bank, federal, and state regulations.

• Complies with Bank Policies and Procedures.

• Adheres to departmental and bank-wide service standards.

• Performs other related duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience: Associate's degree and 1+ year experience in technical support role; will consider combination of education/certification and experience.

Skills needed:

• Ability to communicate technical knowledge effectively to technical and non-technical people.

• Excellent customer service, ability to meet organizational service standards.

• Solid written and verbal communication skills.

• Demonstrates patience and overall professional behavior when working with internal and external customers, including vendors.

• Ability to develop an understanding of the whole organization and customers of the help desk.

• Self-motivated and goal oriented

• Excellent time management, issue management, and project management skills

Certifications, Licenses and/or registrations:

CompTIA A+ preferred

Computer Skills:

Familiarity with Microsoft applications such as:

• Windows Desktop Operating System - 10, 11

• Windows 2016 / 2019 / 2022 Server

• Active Directory

• Microsoft 365

Work Environment and Physical Demands:

• Ability to satisfy requirements to hold a driver's license and car insurance.

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.