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IT Help Desk Administrator

The Village Bank

This is a Contract position in Newton, MA posted November 21, 2021.

Position Summary:

Provide maintenance of both remote and in office computer desktop environments by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the IT Help Desk team. Responsible for the administration and internal support of the Bank’s PCs, printers, servers, and related equipment. Tasks include end user support, end user on and off boarding, inventory, third party application management, core application management and performing PC maintenance, upgrades and configurations


  • Provides first level technical end-user support throughout the Bank for 100+ Windows computers both in office and remotely; Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Installs personal computers, software, and peripheral equipment, verifying connectivity and ensuring proper cable management.
  • Interface directly with end-user department on a daily basis to identify support-related business, data and system issues as well as track and resolve problems.
  • Logs and tracks requests for service, and maintains history records and related problem documentation using SysAid Help Desk Software.
  • Analyzes and evaluates service requests and makes recommendations to reduce help line incident rate.
  • Calls software and hardware vendors to request service regarding defective products.
  • Assist in evaluation of new utilities and tools to improve efficiencies.
  • Assist in the development, maintenance and distribution of IT policies and procedures.
  • Provide system management functions as specified by the Information Systems Manager.
  • Develops or coordinates training for implemented software or hardware when needed.


A Bachelor’s Degree in Computer Science or equivalent experience.

Job Type: Full-time