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# Help Desk Technician

- **Company:** Institution For Savings, In Newburyport And Its Vicinity
- **Location:** Ipswich, MA, United States
- **Salary:** $55,120.0 - $72,800.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Multitier Architecture, Microsoft Windows, Microsoft Outlook, Databases, Microsoft Office, Computer Equipment, CompTIA Strata - IT Fundamentals
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=40bb88c672b68ee1

## About the Role

* High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
 * Advanced knowledge of the Microsoft Office Suite.
 * Excellent written, verbal and interpersonal communication skills.
 * Strong organizational skills to perform and prioritize a high volume of tasks simultaneously.
 * Ability to speak effectively before groups of customers or employees of organization.
 * Knowledge of Jack Henry Database software.
 * Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals+(ITF+) and/or CompTIA A+
 * Embrace a team-oriented culture and work collaboratively across the Bank to support the Bank's strategic growth plans.

## Description

The Institution for Savings is seeking a Help Desk Technician to provide general in-house technical support, assisting with installation, maintenance and troubleshooting of personal computer hardware and software. Involves general network and system administration to ensure smooth and efficient operations., * Answers, evaluates, and prioritizes incoming Help Desk request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

 * Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.
 * Determines whether problem is caused by Software or hardware for example MS Word, MS Outlook, Jack Henry's Xperience or other Bank supported software, printers, cables or telephone.
 * Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring to more complex problems to supervisor or tier II technical staff.
 * Logs and tracks requests using Help Desk tracking system and maintain history records and related problem documentation.
 * Prepare standard statistical reports, such as Help Desk incident reports.
 * Analyzes and evaluates incident reports and makes recommendations to reduce Help Desk incident rate.
 * Tests software and hardware to evaluate ease of use and whether products will aid users in performing work.
 * Writes or revises user training materials as needed.
 * Trains users on software and hardware as needed.
 * Installs personal computers, software and peripheral equipment.
 * Participates in a Saturday on-call rotation.
 * Writes or revises infrastructure run books/application materials as needed.


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