PeoplesBank

IT Support

• Deliver Tier 1 technical support via phone, in-person, email, chat, and ticketing systems, ensuring timely and professional resolution in accordance with help desk protocols
• Accurately document all service interactions and resolutions using IT tracking software to maintain detailed support records
• Manage the full lifecycle of service requests, from initial intake to resolution and closure
• Maintain proactive communication with users to provide updates and ensure complete issue resolution, meeting SLA requirements and enhancing user satisfaction
• Promote user independence by guiding associates toward effective self-service solutions
• Diagnose and resolve routine hardware and software issues, applying standard troubleshooting techniques
• Perform remote diagnostics and support using targeted questioning and technical tools
• Escalate complex or unresolved issues to higher-level support teams in a timely manner
• Liaise with IT vendors to coordinate service and support, including hardware repairs and replacements
• Install, configure, and update hardware and software across user systems
• Maintain accurate records of the bank’s hardware inventory and ensure asset accountability
• Effectively prioritize and manage multiple tasks while maintaining high attention to detail and service quality
• Provide on-site support across multiple PeoplesBank locations in Massachusetts and Connecticut as needed
• Participate in a rotating on-call schedule, delivering after-hours and weekend support for critical issues
• Respond to high-priority incidents promptly, escalating as necessary based on severity and established procedures
• Monitor system alerts and incoming requests to ensure rapid response and resolution

Help Desk Associate

• Deliver Tier 1 technical support via phone, in-person, email, chat, and ticketing systems
• Accurately document all service interactions and resolutions
• Manage the full lifecycle of service requests
• Maintain proactive communication with users
• Promote user independence by guiding associates toward effective self-service solutions
• Diagnose and resolve routine hardware and software issues
• Perform remote diagnostics and support
• Liaise with IT vendors to coordinate service and support
• Install, configure, and update hardware and software across user systems
• Maintain accurate records of the bank’s hardware inventory
• Provide on-site support across multiple PeoplesBank locations
• Participate in a rotating on-call schedule