IT Helpdesk Technician

Newtown Savings Bank is seeking an Onsite IT Helpdesk Technician to deliver front-line desktop and end-user support for its teams in Newtown, CT. This role centers on diagnosing and resolving day-to-day hardware and software issues, supporting core business tools, and keeping users informed through clear follow-up. You will work onsite at the Corporate office, with a remote option for one day per week.

In this position, you will troubleshoot incidents, administer essential desktop resources, and support network access and banking-related environments. The salary range for this role is USD 51,600 to 73,300 per year, and the role requires at least 1 year of relevant experience.

Responsibilities

• Provide front-line technical support to users by analyzing and resolving IT issues with technical judgment and a customer service attitude.
• Maintain exceptional follow-up by communicating clearly, giving timely updates, and confirming resolution of user issues.
• Resolve technical incidents remotely where possible, and escalate issues requiring higher-level expertise to respond within written SLAs.
• Follow required policies and procedures, including change control, maintaining problem logs, and supporting troubleshooting ticket databases while adhering to applicable regulatory and compliance guidelines.
• Perform work that may fall outside normal business hours, including special or scheduled projects, on-call duties, and emergency maintenance.
• Complete off-site branch visits as needed to install new hardware and to address escalated Help Desk issues that cannot be resolved via remote administration, with Help Desk coverage available.
• Coordinate, manage, and document self-owned projects with guidance from the IT Helpdesk Supervisor and IT Manager.
• Support documentation, procedures, and process improvement for primary functions.
• 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.
• Handle daily operational tasks such as backup job reviews and antivirus definition verifications, escalating concerns to appropriate IT staff.
• Provide desktop management support, including hardware break/fix, deployment using a desktop imaging solution, and ongoing maintenance.
• Manage hardware and software inventory and report using the Banks Inventory software.
• Manage software licenses, escalating renewal and escalation items to the appropriate IT staff and the IT Manager.
• Provide Tier 1 support for NSBGateway (intranet), including SharePoint site layout, design, content, and basic security.
• Provide Tier 1 support for mobile device management and deployment.
• Provide Tier 1 support for Core Banking solution related components, escalating issues to COCC Support or the next level of IT Support.
• Provide Tier 1 support for printer hardware and software.
• Complete departmental administrative tasks, including processing IT-related invoices.

Requirements

• Minimum 1 to 2 years of experience with microcomputer and network hardware.
• Experience in a banking or financial environment is desirable but not required.
• A+ Certification or equivalent hands-on experience, including installing and troubleshooting Windows 11 and Microsoft Office O365 Pro Plus.
• General knowledge of Microsoft Active Directory (On Premise and Cloud) and client/server delivered applications.
• Familiarity with TCP/IP in LAN/WAN environments, including DHCP and DNS configuration and troubleshooting.
• General knowledge of Virtual Desktop Technologies.
• Outstanding customer service skills and a genuine eagerness to assist users.
• Strong troubleshooting skills and a desire to learn.
• Strong multi-tasking ability in a fast-paced environment.
• 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.

Technologies

• Windows 11
• Microsoft Office O365 Pro Plus
• Microsoft Active Directory (On Premise & Cloud)
• TCP/IP
• DHCP
• DNS
• Virtual Desktop Technologies
• Desktop imaging solution
• Banks Inventory software
• VOIP phone system components
• SharePoint
• NSBGateway
• Mobile device management
• Core Banking solution related components
• COCC Support

Benefits

• 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
• Other fringe benefits

Location: Newtown, CT. This is an onsite opportunity at Newtown Savings Bank’s Corporate office in Newtown, CT, with a remote option of one day per week.