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Berkshire Bank IT Support Technician I in Westfield, Massachusetts

Position : IT Support Technician I

Location : Westfield, MA

Division: Technology

Department: IT

Reports to: AVP, Service & Delivery Support Manager

Status: Non-Exempt

Grade: 7

Pay range: $20.50 - $30.50

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Hybrid / Westfield, MA - 31 Court St

Purpose/Objective :

Possesses strong understanding of Information Systems in order to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Businesses. Researches, logs and tracks trouble tickets, generates reports and assists all IT staff on other related issues / duties as needed.

Key Accountabilities :

  • Ability to recognize, analyze and troubleshoot end-user problems. Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue. Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team. Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware/software. Prepare various reports for management and auditing purposes. Process IT access level request forms. 70%

  • Documents and tracks detail information about tickets opened in the Support Desk System and conducts required follow up with client to ensure the issue on the ticket has been successfully resolved. Prepares and maintains Support Desk documentation and procedures. 15%

  • Configures and manages PC and Laptop imaging and software distribution packages. Manage inventory levels ensuring adequate stock levels. Provide instruction and guidance to other technicians as needed. Creates and maintains accurate knowledge base articles for Desktop Support Technicians. Assist with ticket system queue management and assignments. 15%

  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Up to 25% travel may be required.

Education:

  • Computer Science Bachelor’s Degree or equivalent experience

Experience:

  • 2+ years computer related work experience in multiple platforms (including Network, Internet and Telecommunications)

Skills & Knowledge:

  • Solid understanding of Desktop/Service Desk technologies

  • Basic understanding of Networking

  • Proven ability in diagnosis and resolution of technical problems

  • Excellent written and verbal customer services skills required

  • Ability to work well in a team environment

  • Ability to work flexible hours

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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