IT Field Service Help Desk Technician

Job Overview

We are seeking a dynamic, detailed and service-oriented IT Help Desk Technician to join our Information Technology team. In this role, you will support the effective, secure, and reliable use of technology across the organization by being the first point of contact for employees to resolve hardware, software, network, printer, phone, email, and system access issues. The ideal candidate is patient, organized, security-minded, and comfortable supporting employees both remotely and in person across multiple locations.

Responsibilities

• First point of contact for employee technical support requests received by phone, email, ticketing system, and in person.
• Receive, document, prioritize, track, and follow up on help desk requests through resolution.
• Troubleshoot routine hardware, software, printer, network, connectivity, email, phone, and system access issues.
• Assist with user account support, including passwords resets, account unlocks, access requests, and related administrative tasks.
• Provide on-site and remote technical support to branch and department personnel, including travel to branch locations as needed. Ability to travel up to two hours away from home branch location.
• Escalate complex technical support to appropriate internal or external support resources while monitoring progress through completion.
• Maintain confidentiality of the organization, customers, employees, and system information while following information security, privacy, and access control requirements.
• Adhere to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC policies and procedures.

Experience

• A minimum of two years of experience in desktop support or in an IT help desk role.
• At least one year of bank IT experience or a similarly regulated environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint).
• Strong working knowledge of Windows 11 operating systems, including troubleshooting and configuration.
• Experience with desktop and laptop hardware support- diagnosis, repair, and replacement.
• Printer support experience, including installation, configuration, driver management, and basic hardware shooting.
• Foundational networking knowledge: IP addressing, DNS, DHCP, VPN clients, and network connectivity troubleshooting.
• Experience conducting end-user training of software and business processes.
• Experience working with outsourced or managed IT services.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical staff.

Education

• High school diploma or equivalent is required.
• CompTIA A or CompTIA Network certification or equivalent.

General Notice

This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.

Providence Bank is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC

Join us if you are passionate about leveraging your IT experience and having a meaningful impact in a fast-growing community bank.

Pay: From $21.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• desktop support: 2 years (Required)
• Bank IT or similarly regulated: 1 year (Required)
• IP addressing, DNS, DHCP, VPN clients: 1 year (Required)

Language:

• English (Required)

License/Certification:

• CompTIA A (Preferred)
• CompTIA Network (Preferred)

Work Location: In person

Salary : $21