Associate Support Technician
Job Details
Operations Annex - Marlborough, MA
Full Time
$26.00 - $30.00 Hourly
Banking
Job Summary

Title: Associate Support Technician                                                  

FLSA Status: Non-exempt                                                    Employment Status: Full-Time

Department: Technology                               Location: Operations Annex/Flexible/Hybrid Work Model Eligible

Reports To: Director of Technology                                     

 

SUMMARY:

 

Reporting to the Director of Technology and working alongside the Sr. System Administrator as the Associate Support Technician, you will receive on-the-job training and coaching. This position will provide the ability to apply your learned knowledge and gain experience in a real-world setting for your future growth and development. You can expect to participate in daily job duties such as building PC’s, system configuration and workflow documentation as well as participating in departmental projects that align with the Banks strategic initiatives. Additionally, this position embraces the established service culture to maximize their contribution to the Bank’s goals.

 

After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with an agreed upon number of days per-month on site.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive, other duties may be assigned. In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers, and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

  • Assist in the documentation of department workflows
  • Learn and take responsibility for system configuration.
  • Provides technical support to all Bank computer and telephone system users; submitting, responding to, and resolving tickets in the I.T. Help Desk system, answering questions to resolve computer problems in person, via the telephone or using remote assistance software to ensure efficient operation and reconcile problems associated with various software applications, including the FIS platform and other vendor provided software.
  • Assist with deployment of computers and computer parts.
  • Participate in a variety of departmental projects.
  • Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures
  • Regular and consistent attendance is required to continue the high standard of customer service.
  • In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
  • Other duties as assigned.

 

 

LEVEL OF RESPONSIBILITY:

 

  • On-the-job training of routine work, completed with direct supervision and relies on specific bank policies.

 

 

SKILLS that will be used and/or learned:  

  • Working towards or have bachelor’s degree or equivalent with course work in Computer Science.
  • Relevant experience within the financial services industry, preferred
  • Experience with FIS (Metavante/Teller Insight+) and FMS, preferred
  • SharePoint, Office MS365 and Teams. 
  • Exchange On-line, Intune, and Azure 
  • Azure AD for MS 365 Identity – Active Directory and Directory Synchronization (AADC/DirSync) 
  • Understanding of Group Policy 
  • MS365 Security and Compliance center. 
  • MS Office 365 Suite, (Email, Calendar, Distribution groups, Teams, SharePoint/OneDrive, and others). 
  • Understanding of: DKIM, DMARC, SPF, DNS, etc. 
  • Creation of SharePoint sites and the underlying security framework. 
  • Understanding and applying of security to MS 365 using best practices. 
  • A curious mindset that allows you to constantly learn and challenge the status quo.
  • Ability to multi- task, organize, work independently, accomplish tasks, and meet deadlines despite frequent interruptions in a fast-paced environment while maintaining attention to detail.
  • Proficient in the use of Microsoft Office Suite products
  • Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment
  • Means and mode to travel to any of Main Street Bank’s locations as needed on a regular basis.

 

EQUIPMENT REQUIRED:

  • Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.

 

HYBRID ENVIRONMENT:

  • Your remote set-up must provide a dedicated workspace, free from distraction with high-speed, reliable internet is required.

 

COMPETENCIES:

 

  • Coachable and demonstrable ability to take and implement feedback
  • Continuous desire to learn and improve  
  • Excellent Communication Skills (written and verbal)
  • Attention to detail
  • Self-Monitoring
  • Professionalism
  • Adaptability
  • Responsiveness
  • Sound Judgement
  • Independent
  • Team orientated
  • Confidentiality, Discretion
  • Organizational Skills,
  • Proficient Prioritization skills
  • Relationship Builder - Develop and maintain relationships within a diverse population of internal and external stakeholders and maintain alignment with core values, vision, strategy, and goals.
  • Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems

 

 

 

 

LANGUAGE/COGNITIVE SKILLS: 

The person in this position frequently communicates with all departments, and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures (Main Street Bank’s standard language is English). As well as the ability to:

  • Speak and effectively present/communicate information and respond to questions from customers, groups of managers, and other employees.
  • Define problems, collect data, establish facts, and draw valid conclusions.
  • Read, analyze, and interpret a variety of documents such as wire documents, invoices, accounting system generated reports and Bank policies and procedures.

 

PHYSICAL and WORK ENVIRONMENT DEMANDS:  The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

While performing the duties of this job, the employee is required to:

 

Physical Demands/Efforts

  • Occasionally lift and/or move up to 50 pounds, (i.e., Servers, printers, workstations)
  • Regularly required to remain in a stationary position, 50% of the time
  • Occasionally required to stoop and bend

    

 

Mental & Visual Demands

  • Consistently operate a computer for extended periods of time
  • Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
  • Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).

 

Work Environment and Hazards

  • Regularly move throughout the inside the Bank to access resources and individuals
  • Regular local travel for bank purposes and/or on behalf of the bank (i.e., equipment delivery and set-up).
  • The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
  • It is a general office environment where the noise level is moderate

 

AMERICANS WITH DISABILITIES ACT

Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Applicant Notice

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

 

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

 

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

 

Main Street Bank is an Equal Opportunity Employer, we are committed to recruiting, hiring, training, and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.

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