Support Jobs in Newtown, CT

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IT Helpdesk Technician

Newtown Savings Bank Newtown, CT

Newtown, CT

Today

$52k - $73k/yr Full time Active Directory Computer Skills Customer Service

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Job Description

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.

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