IT Help Desk Assistant

Charles River Bank is hiring an IT Help Desk Assistant in Medway, MA (onsite). In this first-level support role, you will help employees stay productive across the Bank’s technology environment while supporting operational and security reporting. The position includes $24 to $38 per hour and benefits designed to support your health, savings, and time away.

What you’ll do

Reporting to the AVP/IS Manager, you will provide hands-on technical support and operational assistance, including account access management, troubleshooting, and report support. You will work with established policies and procedures, using sound judgment to resolve routine technical and operational issues and escalating unusual or complex situations as needed.

• Provide first-level technical support to Bank employees.
• Unlock and manage user accounts across systems including Online Banking, Core processing, Network, Board Portal, and a Reporting system.
• Install and configure printers and other peripheral devices.
• Troubleshoot remote access issues.
• Troubleshoot and resolve problems involving hardware, software, workstations, and peripherals.
• Assist with software installations, workstation deployments, and new equipment setup.
• Diagnose and resolve technical issues or escalate as appropriate.
• Assist with report creation and maintenance.
• Document, track, and resolve support requests through the IT ticketing system.
• Maintain accurate records of incidents, service requests, and resolutions.
• Review daily event logs and InSight security reports, plus website integrity monitoring reports.
• Create and maintain custom reports using Total Vision and Crystal Reports.
• Generate annual abandoned property reports and BSA monitoring reports.
• Distribute daily, weekly, and monthly Total Vision reports, including ACH, Large deposit, and Currency transactions over $10,000 reports.
• Download, review, and distribute scheduled reports including Splunk, SOC, Segmint, Blocked Traffic, PatchPlus, COCC Internet Security, and Website Review reports.
• Download, review, and distribute Elan Mailing Reports.
• Assist the Technology Department with operational and strategic goals, including participation in technology-related projects and process improvement initiatives.
• Maintain compliance with Bank policies, procedures, and regulatory requirements, and prepare periodic reports for management.
• Communicate effectively with employees and management across departments.
• Represent the Bank at community and public events as needed.
• Perform other duties and special projects as assigned based on workload, staffing needs, and business requirements.

What you bring

• High school diploma or equivalent required.
• Banking and computer-related coursework preferred; banking experience preferred.
• Successful completion of an approved internal or external training program, if applicable.
• Strong computer and keyboarding skills.
• Proficiency in Microsoft Word and Microsoft Excel; Microsoft Access experience is helpful.
• Working knowledge of the Bank’s core processing system, InSight, and other Bank software applications.
• Excellent customer service, interpersonal, and communication skills.
• Strong organizational and analytical abilities, with high attention to detail and accuracy.
• Ability to work independently and manage multiple priorities.
• Willingness to learn new technologies and take on new challenges.

Tools and technologies used

Online Banking, Core processing, Network, Board Portal, Reporting system, IT ticketing system, InSight, Total Vision, Crystal Reports, Splunk, SOC Reports, Segmint Reports, PatchPlus Reports, COCC Internet Security Reports, Elan Mailing Reports, Microsoft Word, Microsoft Excel, Microsoft Access.

Benefits

• 401(k) and 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan

Work setup and physical requirements

• Ability to sit and concentrate for extended periods.
• Ability to communicate clearly with customers and employees.
• Sufficient vision and hearing to perform essential job functions.
• Ability to move throughout Bank facilities, including climbing stairs and moving equipment when necessary.
• Ability to travel within and outside Bank premises as required.