Location: Newtown, CT
Newtown Savings Bank is seeking a front-line helpdesk support professional for the role of IT Helpdesk Technician. The Helpdesk Technician is responsible for delivering outstanding customer service by addressing technical issues via phone, e-mail or walk-in and resolves issues related to desktop resources. Provides daily end-user support and administration of desktop resources through the demonstrated use of analytical and problem-solving skills. Works on designated work orders with specific deadlines and typically works to troubleshoot hardware/software equipment problems, and to set up, install, maintain, relocate, and/or repair a variety of electronic computing and communications equipment, software and/or peripherals. Performs other duties as assigned and works with immediate supervision on more complex assignments. This is an onsite opportunity at our Corporate office in Newtown, CT. The role has a remote option of one day per week.
PRIMARY RESPONSIBILITIES:
- Front Line Help Desk Support: Provide front-line technical support to users by analyzing and resolving IT-related issues with sound technical judgment and a customer service attitude.
- Communication: Ensure exceptional follow-up and follow-through by maintaining clear communication with users, providing timely updates, and confirming resolution of their technical issues.
- Incident Resolution: Resolves technical incidents remotely wherever possible, escalate issues requiring higher level of expertise to be able to respond within written SLAs.
- Policy and Procedure Compliance: Ensure compliance with required policies and procedures, including change control, maintenance of problem logs, and troubleshooting ticket databases, adhering to all current regulatory/compliance guidelines.
- After-Hours Activity: Frequently requires activity outside of normal business hours, including special/scheduled projects, on-call duties, and emergency maintenance.
- Off-Site Visits: Performs off-site visits to branches as needed to install new hardware and to respond to escalated Help Desk issues that cannot be resolved via remote administration. Coverage of Help Desk must be available.
- Project Management: Coordinate, manage, and document self-owned projects with guidance from IT Helpdesk Supervisor and IT Manager.
- Documentation and Process Improvement: Responsible for documentation, procedures, and process improvement of all primary functions.
- Network Access Setup: Set up network access for new hires and user modifications, including login accounts, printer access, email accounts, Core-related accounts, VOIP phone system components, and general application access.
- Daily Tasks: Perform daily tasks such as backup job reviews and antivirus definition verifications, escalating issues to appropriate IT staff members.
- Desktop Management: Desktop management support including but not limited to hardware break / fix, deployment using desktop imaging solution and maintenance.
- Inventory Management: Hardware and software inventory management, and reporting utilizing Banks Inventory software.
- Software License Management: Manage software licenses, escalating issues and renewal tasks to appropriate IT staff members and the IT Manager.
- Intranet Support: Provide Tier 1 support for the bank’s intranet site (NSBGateway), including SharePoint site layout, design, content, and basic security.
- Mobile Device Management: Provide Tier 1 support for mobile device management and deployment.
- Core Banking Solution Support: Provides Tier 1 support on Core Banking solution related components. Issues escalated to COCC Support or next level IT Support.
- Printer Support: Provide Tier 1 support for printer hardware/software.
- Administrative Tasks: Perform departmental administrative tasks such as processing IT-related invoices.
POSITION REQUIREMENTS:
Technical
- Minimum one-to-two years of experience with microcomputer and network hardware
- Experience in a banking/financial environment is desirable but not required.
- A+ Certification or equivalent hands-on experience. Experience installing, supporting, and troubleshooting Windows 11, and Microsoft Office O365 Pro Plus
- General knowledge of Microsoft Active Directory (On Premise & Cloud) and client/server delivered applications.
- Familiarity with and understanding of TCP/IP protocol in a LAN/WAN environment, including DHCP \ DNS configuration and troubleshooting.
- General knowledge, use, and understanding of Virtual Desktop Technologies.
Other
- Must possess outstanding customer service skills and a genuine eagerness to assist users.
- Must have strong troubleshooting skills and a desire to learn.
- Must have strong multi-tasking skills in a fast paced environment.
- Must have strong organizational and time management skills.
- Excellent written and verbal communication skills.
- Valid driver’s license and reliable transportation.
- Ability to lift and/or carry up to 50 pounds.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full-time employees also receive a complete benefit package including a generous 401(k) with employer match, medical, dental, and vision benefits, paid time off, paid holidays, incentive compensation, short- and long-term disability programs, and other fringe benefits.
Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.
