Help Desk Coordinator

$41,600 - $55,328/Yr

Bank Of Canton - Canton, MA

Full-time - Entry Level

Canton, MA

About the position

The Help Desk Coordinator at The Bank of Canton plays a vital role in providing technical support to bank employees, ensuring efficient operations and minimal downtime. This position requires a proactive individual with strong problem-solving abilities and excellent communication skills, focused on delivering exceptional customer service.

Responsibilities

• Provide first-line technical support for all bank employees for hardware, software, and network issues.
• Manage and prioritize help desk tickets, ensuring timely resolution and high levels of customer satisfaction.
• Set up new user accounts, manage access permissions, and assist with employee onboarding and offboarding processes.
• Collaborate with the IT team to escalate and resolve complex technical issues.
• Maintain documentation of IT processes, procedures, and troubleshooting steps.
• Support IT projects, including software upgrades, system integrations, and security initiatives.
• Ensure compliance with IT policies, procedures, and security protocols.
• Communicate effectively with bank staff regarding IT-related matters, providing exceptional customer service.
• Collaborate with vendors and third-party service providers to resolve technical issues.
• Identify opportunities to improve IT support processes and enhance overall efficiency within the help desk environment.

Requirements

• An associate's degree in information technology, computer science, or a related field is preferred.
• Prior experience in a help desk or technical support role.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Excellent communication and customer service skills.
• Knowledge of IT systems, software, and hardware.
• Ability to work independently as well as part of a team.
• Detail-oriented with strong organizational skills.

Nice-to-haves

• IT certifications such as CompTIA A+, Net+, are a plus, but not required.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance