Job Description

The Help Desk Technician will oversee the timely delivery of quality technical support service and maintenance to the Bank’s internal customers.

Essential Functions:

• Troubleshoot and resolve IT issues
• Plan, prioritize and schedule Help Desk activities
• Ensure that the quality of service and support provided meets or exceeds expectations
• Monitors problem management database to ensure timely resolution of problems
• Diagnose software and hardware issues; troubleshoot issues
• Build and Deploy new Endpoint devices
• Establish best practices throughout the technical support process
• Work with customers to identify areas of improvement
• Participate in on-call rotation for end user support

QUALIFICATIONS

• 5+ years of related technical experience in a Help Desk environment with cloud services
• Excellent customer service skills
• In depth knowledge and experience with:
  • Microsoft Windows 10
  • Microsoft Office 365 suite including InTune/Endpoint Manager or another Mobile Device Management platform
  • Microsoft Teams and SharePoint online configuration and management
  • Windows network user setup and configuration
  • Hardware maintenance and support to include desktop, laptop and mobile phones/tablets
  • Managing work using a helpdesk ticketing solution
  • Patch management and Vulnerability management solutions
  • Remote control software
  • VOIP or other Unified Communication as a Service platform
  • Salesforce or similar platform administration
• Banking and FIS experience is preferred, but not required
• Strong written and verbal communication skills
• Excellent time management skills
• Effective decision making and problem-solving skills
• Strong relationship building skills
• Demonstrates organization and prioritization skills
• Ability to effectively communicate technical concepts to other technical staff members

 

About Northern Bank & Trust Company

Northern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender. For more information on online banking services, please visit or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).

Job Tags

Full time, Work at office, Remote work,

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