Desktop Support Technician

Leader Bank is looking for exceptionally dedicated team members to join one of the region's fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with more than $5 billion in assets, 450+ team members, 7 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank's rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

Summary

The Desktop Support Technician is a part of the Bank's Information Technology Department and is responsible for the Bank's technology support, deployment, and implementation. This role may require frequent travel to branch offices to provide onsite support, deployments, and issue resolution. Expected travel frequency is approximately 2-4 days per week, mainly between our Falmouth, MA and Needham, MA locations and once per week to our corporate office in Arlington, MA.

Responsibilities

• Support and maintain all Leader Bank authorized applications
• Serve as the first point of contact for end-user technology support; triage issues and escalate when appropriate
• Own assigned support tickets end-to-end; escalate with complete context (steps attempted, screenshots/logs, business impact)
• Deploy, configure, and refresh endpoints; perform imaging/re-imaging and workstation setups
• Draft and maintain support documentation, Standard Operating Procedures (SOPs), and knowledge articles
• Maintain accurate asset inventory and support lifecycle tracking for branch equipment
• Regularly review existing systems and make recommendations for improvements
• Willingness to learn and take on new responsibilities when requested
• Some weekend and off-hour work might be required
• Perform other job-related duties as assigned

Qualifications

• Bachelor's Degree in Information Technology, Cybersecurity, Computer Science or a related field, or significant equivalent experience
• At least 2 years of experience in supporting and maintaining applications
• Familiarity with Microsoft 365, Microsoft Windows, printers, mobile devices and operating systems, Microsoft Teams, MFA, endpoint management, ticketing systems, and remote support tools
• Basic understanding of networking concepts such as IP addressing, Wi-Fi, VPN, DNS, DHCP, and connectivity troubleshooting.
• Comfortable working in a regulated environment and following documented IT/security procedures
• Industry standard certifications preferred (e.g. CompTIA A+, Network+, Security+)
• Valid driver's license / ability to travel between sites reliably
• Ability to lift equipment (monitors, PCs, printers)
• Strong oral and written communication skills with a preference for team-based work
• A desire to work with and contribute to an energetic and engaged team of technology professionals
• Detail-oriented, even when faced with multiple deadlines on multiple assignments
• An interest in continuous learning and experimenting to deliver value to end users

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.

The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

Salary Minimum: $62,440.00 - Salary Max: $70,000.00

The range listed is just one component of Leader Bank's total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.
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