IT Support Engineer I

Position Summary

Provides first-line technical assistance to end users by troubleshooting hardware, software, network, and account-related issues. This role is responsible for responding to support requests via phone, email, chat, or ticketing system, resolving common technical problems, documenting incidents, and escalating issues to higher-level support teams when necessary. Strong customer service, communication, and problem-solving skills are essential to ensure timely and effective resolution of user concerns while meeting established service level agreement (SLA) targets.

What You'll Do

• Provide friendly and effective technical support to employees, helping them resolve technology-related issues, and return to work quickly.
• Respond to support requests and troubleshoot hardware, software, and system issues in a timely manner.
• Participate in a rotating on-call schedule to provide occasional after-hours and weekend support when needed.
• Maintain clear and accurate records of technical issues, solutions, and system updates.
• Set up and configure computers, software, and technology equipment for employees across the organization.
• Perform routine system updates and upgrades to keep technology secure, reliable, and up to date.
• Manage employee access to systems and applications, ensuring appropriate security and user permissions.
• Support new employee onboarding by preparing technology resources and providing initial setup assistance.
• Assist employees with company-issued mobile devices, including setup, troubleshooting, and ongoing support.
• Create and share user guides, training materials, and technology best practices to help employees use systems effectively.
• Work with external technology vendors and service providers to resolve issues and implement solutions.
• Contribute to special projects and perform other duties that support the Bank's technology and business objectives.

What You'll Bring

• A high school diploma or equivalent required; an associate degree in Information Technology or a related field is preferred.
• Technical certifications, such as A+, are a plus.
• Previous experience in a help desk, technical support, customer service, or similar role, along with familiarity with Microsoft Windows, Microsoft Office, Microsoft 365, Active Directory, Salesforce, or other business applications.
• Experience supporting and troubleshooting a variety of technology devices, including computers, printers, smartphones, and tablets.
• Strong problem-solving, organizational, and communication skills, with the ability to explain technical concepts clearly and effectively to users with varying levels of technical knowledge.
• A commitment to professionalism, confidentiality, and the responsible handling of sensitive information in accordance with applicable privacy and security requirements.
• We recognize that great candidates may not meet every qualification listed. If you're excited about this opportunity and believe you can contribute to our team, we encourage you to apply.

Physical Requirements & Work Environment

• Ability to occasionally lift and transport technology equipment weighing up to 25 pounds.
• Regular use of a computer and phone, including periods of sitting, standing, walking, and moving between work locations.
• Ability to travel to Mascoma Bank offices and branch locations as needed to provide on-site technology support.
• Work is primarily performed in a professional office environment with standard indoor working conditions.

Background and Credit Check: As part of our commitment to maintaining a secure financial institution, all final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, considering their relevance to the role and any regulatory requirements.

Our Commitment to Belonging

At Mascoma Bank, we believe our differences make us stronger. We are committed to fostering a workplace where every team member feels respected, valued, and supported. By embracing diverse backgrounds, perspectives, and experiences, we create an inclusive culture that encourages belonging, collaboration, innovation, and personal growth.

We are dedicated to attracting and developing a diverse workforce through meaningful professional development opportunities, community engagement, and team-building initiatives that strengthen both our organization and the communities we serve.

Mascoma Bank is proud to be an Equal Opportunity and Affirmative Action Employer. We provide equal employment opportunities to all applicants and employees and do not discriminate on the basis of any characteristic protected by applicable law. If you require a reasonable accommodation during the application or hiring process, please contact careers@mascomabank.com.