Overview

The Service Desk Technician I's role is to provide daily phone and e-mail support for all employee computer related requests. As the first line of support, this individual will use their excellent customer service skills and computer knowledge to provide immediate solutions to technology issues or to act as the liaison with secondary support to get the issues resolved. Performs any functions, within the scope of authority and expertise and provides the highest level of service and responsiveness to customers and co-workers.

Responsibilities

Provide first-level day-to-day phone and email support for all employee computer related requests.
Record all support calls utilizing ticketing software, questions and requests into the Information Technology call tracking system.
Maintains user accounts per defined policy for the Bank’s Microsoft Network Operating System (Active Directory/Entra).
Maintains user accounts per defined policy for the Bank’s primary banking applications (Insight).
Maintains user accounts per defined policy in Bank related applications (Endpoint Security, MSB360, WITS, Unity Voicemail, Microsoft 365).
Maintains accurate inventory records in the Asset Tracking system.
Insure the integrity and confidentiality of data residing in the Bank’s information systems.
Perform all duties in accordance with prescribed regulatory compliance guidelines.
Perform related and unrelated duties as may be required.
Deploy workstations to both on site and remote user locations.

Requirements

Education

High School Diploma is required

Work Experience

1-2 years of information technology experience is required

Knowledge, Skills, and Abilities

The ability to think logically, analytically and manage multiple priorities simultaneously.
Excellent verbal and written communication skills.
Excellent customer service skills.
Good judgment with the ability to make sound and timely decisions.
Must have a valid driver's license. Travel to Bank’s sites may be required.
Ability to lift and move 50 pounds.
Must have schedule flexibility and be able to work all shifts, extended hours and weekends.

Licenses and Certifications

CompTIA A+ Certification Required

Must have a valid driver’s license Required

Expected Pay Range

The expected annual pay range for this role is $41,097 to $62,682. This pay range is the annual salary we in good faith expect to pay for this role at the time of posting. Actual compensation paid may fluctuate higher or lower than the posted range and the range may be modified in the future due to several factors including, but not limited to, relevant experience, certifications, and qualifications, internal equity, adjustments to the requirements and responsibilities of the job, business needs, and economic and market data.

EEO Statement

Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities

Middlesex is a $6 Billion mutual bank whose roots date back to 1835. We were founded for a specific purpose—to take care of residents of modest means whose needs were not being met by other financial institutions. Inherent in that mission was a commitment to serving the entire community with products and services that were fair and treating every member of the areas we served with respect. More than 185 years later, we haven’t wavered from those principles. That means providing the very latest in banking technology and traditional branch convenience at prices that people can afford. It means a commitment to extraordinary service such as a locally-based call center where people know you by name. And it means savings rates that are consistently higher than the average, week after week. It also means a powerful commitment to the business community, both locally and throughout the larger markets we serve. In fact, Middlesex is right there standing behind some of the most successful businesses, from the Main Street shops that add character and diversity to the towns we serve, to sophisticated companies in manufacturing, health care, real estate and professional and general services throughout Massachusetts and the other New England states. Whether we’re lending money or providing bank products, our goal is the same, to help our business customers be successful, now and for the long-term. Most of all, Middlesex is about people. Almost 600 talented individuals help Middlesex to be a different kind of place, a place where there is a respect for work-life balance and where the extraordinary work that our people do in the community is celebrated and recognized. Our mission lives on. Member FDIC, Equal Housing Lender, and NMLS #440578

Service Desk Technician I