IT Support Technician I (Help Desk)

Job Description

Location:

Please note this is a hybrid role, minimum 3 days in office – Chelmsford, MA

About this role:

Responsible for providing support on Windows systems, troubleshooting and analysis, functionality, security, and patch updates. Assists users with hardware and standard desktop software (Word, Outlook, etc.) issues. Triages incoming tickets/calls and forwards issues to appropriate back-end teams as needed. Will participate in a Saturday rotation with other help desk personnel. Must be able to multi-task and switch between immediate user needs and long-term projects, like laptop builds. Creates user accounts and laptop builds for new hires.

Responsibilities:

Perform basic workstation troubleshooting analysis via telephone calls, E-mails, or personal requests.

Provide support for Windows systems, focusing on functionality, security, and patches.

Conduct basic installation and troubleshooting of computers and associated operating systems, operating environments, application software, and peripheral equipment.

Support team members in overseeing Helpdesk ticket assignments via the portal and complete tasks within the SLA.

Create Active Directory, E-mail, VPN as well as other basic accounts for New Hires.

Assist end users with general computer operation and desktop application software questions and problems.

Identify and resolve users or internal system access issues (account lockouts, password resets, access setups, etc.).

Assist in maintaining a network free of computer viruses, including scanning, and eliminating viruses on workstations.

Create troubleshooting documents to be added to the knowledge base.

Implement hardware and software upgrades.

Assist with IT projects as required.

Administer hardware repairs.

Perform printer maintenance and repair.

Other IT-related responsibilities and tasks as they arise.

Who you are:

Strong analytical and organizational skills.

Ability to work occasional evenings or weekends in response to the needs of the systems being supported.

Dependable and reliable with the ability to work as part of a team.

Capability to express patience and tolerance.

Strong technical competency and creative problem-solving skills.

Hard-working, flexible and have a can-do attitude.

Minimum Technical Skills & Technologies Required:

Windows 10, Windows 11 and MS 365 knowledge.

Familiarity with troubleshooting and upgrading PC hardware.

Basic working knowledge of TCP/IP and networking.

Ability to manage accounts in Active Directory.

Experience in troubleshooting printer hardware.

Must have a high school diploma or equivalency

Benefits:

Enjoy medical / dental and vision insurance from day one of employment (Full Time Staff)

401K - 100% match up to 6%

Federal Holidays

Work-Life Balance

Career Planning

Bonus Eligible

EQUAL OPPORTUNITY EMPLOYER

USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills, and experiences within our workforce.

This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description may be modified at any time, for any reason, at the sole discretion of management.

In the spirit of pay transparency, we are excited to share the base hourly range for this position is $26.00 - $29.00, exclusive of fringe benefits or potential incentives. This position is also eligible for an annual corporate bonus. If you are hired at USALLIANCE Federal Credit Union, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members as a part is any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous compensation and benefits package.

All positions must adhere to standard BSA/AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.