Help Desk Associate

This role provides front line technical support for bank associates, delivering assistance across multiple channels and maintaining organized IT records. On site at the Holyoke executive offices, the position emphasizes prompt troubleshooting, service request management, and account maintenance.

Location

Holyoke, Massachusetts, onsite at PeoplesBank executive offices.

Compensation

Hourly wage range: $23 to $26 per hour.

Responsibilities

• Provide Tier 1 technical support through phone, in person, email, chat, and ticketing systems, delivering timely and professional resolutions in line with established help desk protocols.
• Accurately log all service interactions and resolutions in the IT tracking system to maintain detailed records.
• Oversee the complete lifecycle of service requests from initial intake to final closure.
• Maintain proactive communication with users to provide updates and ensure full issue resolution, meeting service level targets and enhancing satisfaction.
• Encourage user independence by guiding associates toward effective self-service options.
• Diagnose and resolve routine hardware and software issues using standard troubleshooting methods.
• Conduct remote diagnostics and support through targeted questioning and technical tools.
• Escalate complex or unresolved issues to higher level support teams in a timely manner.
• Coordinate with IT vendors to arrange service and support, including hardware repairs and replacements.
• Install, configure, and update hardware and software across user systems.
• Maintain accurate records of the bank's hardware inventory and ensure asset accountability.
• Prioritize and manage multiple tasks with strong attention to detail and service quality.
• Provide on-site support across multiple PeoplesBank locations in Massachusetts and Connecticut as needed.
• Participate in a rotating on-call schedule to deliver after-hours and weekend support for critical issues.
• Respond promptly to high-priority incidents, escalating as necessary according to severity and procedures.
• Monitor system alerts and incoming requests to ensure rapid response and resolution.
• Complete all required annual compliance training and testing, ensuring adherence to federal, state, and banking regulations.
• Perform additional duties as assigned.

Requirements

• Associate degree required.
• At least 1 year of experience in a technical role, or an equivalent combination of education and experience.
• CompTIA A+ certification preferred.

Technologies

• Windows Desktop Operating System: Windows 10, Windows 11
• Windows Server: 2016, 2019, 2022
• Active Directory
• Microsoft 365

Benefits

• Competitive compensation
• Workplace flexibility
• Comprehensive benefits package