Help Desk Associate

PeoplesBank

Help Desk Associate at PeoplesBank providing Tier 1 technical support to resolve issues. Responsibilities include troubleshooting, managing service requests, and providing on-site support across locations.

Posted 5/9/2026full-timeHolyoke • Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $26 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Associates degree
One+ year(s) of experience in a technical role
Communicates technical concepts clearly and effectively to both technical and non-technical audiences
Delivers exceptional customer service while consistently meeting or exceeding organizational service standards
Familiarity with Microsoft applications such as: Windows Desktop Operating System – 10, 11
Windows 2016 / 2019 / 2022 Server
Active Directory
Microsoft 365

Benefits

Comp & perks

Excellent compensation
Workplace flexibility
Competitive benefits package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingremote diagnosticshardware installationsoftware installationservice request managementticketing systemsIT tracking softwareActive DirectoryMicrosoft 365

Soft Skills

customer servicecommunicationproblem-solvingattention to detailtime managementuser independence promotionproactive communicationtask prioritizationcollaborationadaptability

Certifications

Associates degree