Help Desk Technician II

PeoplesBank • Southbridge, MA

2d

About The Position

Cornerstone Bank is seeking a Level 2 Help Desk Technician to deliver high-quality technical support in a Windows-based VMware VDI environment. This role is responsible for providing second-level troubleshooting for moderately complex hardware and software issues, supporting over 200 end users, and managing an individual support queue through the internal help desk platform. The technician will play a key role in employee onboarding and offboarding, system access provisioning, hardware deployment, and asset management. The ideal candidate is a detail-oriented problem solver with strong communication skills who thrives in a fast-paced environment and enjoys collaborating with senior team members on IT projects while continuously expanding their technical skill set.

Requirements

• Associates degree in Information Technology, Computer Science, or a related field OR 3-5 years of professional experience in an IT help desk or technical support role
• Demonstrates proficiency in a technical support role including detailed knowledge of the following:
• Windows, Windows Server, Microsoft Office, on-prem Active Directory
• Microsoft 365 including Teams and SharePoint
• Networking concepts (DNS, DHCP)
• Mobile device support for iPhones, iPads and Surface tablets using Intune
• Image and configure desktop computers and thin clients
• Ability to diagnose and resolve complex technical issues, escalating to Level 3 when required.
• Attention to detail, critical thinking skills and a natural problem-solver.
• Excellent verbal and written communication skills, including communication of technical concepts to non-technical people.
• Must be detail oriented, well organized and self-motivated.
• Ability to work in a fast-paced environment and manage time efficiently between multiple priorities.
• Flexibility and desire to learn new skills as they become applicable.

Nice To Haves

• Experience with VDI environments such as VMware, including remote support tools preferred
• Knowledge of scripting languages such as PowerShell and Python a plus.

Responsibilities

• Provide Level 2 support to over 200 end users, as well as Level 1 support on an as-needed basis.
• Responsible for onboarding and offboarding of employees and provisioning access to systems as requested by HR and their manager/supervisor.
• Managing your own support request queue through an internal help desk platform.
• Assist with the planning, installation and deployment of hardware to support projects and end user activities. Travel to sites will be necessary on occasion to provide support.
• Maintain and update detailed technical documentation, including knowledge base articles and internal processes.
• Assist in the maintenance and auditing of an asset inventory system, providing guidance when ordering is necessary.
• Other related duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree