Major responsibilities

• Provide installation and technical support of employee hardware, operating systems, and applications via face-to-face and online support (remote) to enable employees to be as productive as possible with the technology available to them. Tasks to be assigned via ticketing system.

• Provide root cause analysis of technology and procedure issues; provide corrective actions via designed, proposed, and implemented support process and procedure modifications.

• Support mobile devices and their secure access to sensitive corporate data.

• Provide feedback, knowledge, and support to technology support staff to improve their ability to offer efficient and effective support. This support can be provided by means of internal cross training, support shadowing, or being an escalation point for more difficult or sensitive issues assigned to other support personnel.
  
• Provide recommendation or training to internal customers as needed.

Education and Experience

• (Indicate the minimum formal education and experience the job requires. Note: The majority of jobs do not require a college degree as a minimum requirement.)
• Experience working with supporting Windows, macOS, and other mobile operating systems, and solving computer-related problems.
• Strong customer service focus.
• Must be able to work independently as well as part of a team to resolve issues.
• Must be able to manage small projects.
  

Skills/Knowledge (Include licenses, registrations or special skills, such as typing, programming languages, etc., required to perform the job.)

• Must be analytical, well organized and self-directed.
• Microsoft Windows operating system.
• Microsoft Active Directory administration.
• Mobile device management (ex. AirWatch, InTune).
• Apple macOS and iOS operating systems.
• Mac and PC hardware.
• Common peripheral devices such as printers, scanners, etc.
• Microsoft Office, including Office 365 and OneDrive.
• Common applications, such as Adobe Reader, web browsers, etc.
• Windows networking technologies.
• Online meeting support, including Zoom and MS Teams.
• Preferred: Windows deployment tools (SCCM or equivalent).
• Preferred: PowerShell scripting or any automation tools and knowledge.

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.