System Support II

The System Support (SS) position is critical to the department and Bank. As the first point of contact to end users, the SS will be the primary interface from the Information Technology department to the rest of the Bank. The SS will be responsible for entering all support requests into the helpdesk system, provide professional and speedy resolution, and identify problems and trends for escalation. In this role, you will have unlimited opportunity to contribute and grow into greater positions of responsibility and seniority.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as a primary point of contact for IT support needs, delivering timely, professional resolutions to helpdesk requests.
• Monitor and troubleshoot issues related to system performance, end?user computing, and network availability, escalating when necessary.
• Diagnose and resolve hardware, software, and configuration problems across desktops, peripherals, and banking?related devices.
• Collaborate with vendors and technology partners to quickly resolve issues and ensure proper integration of hardware and software components.
• Communicate proactively with users regarding system updates, maintenance windows, and known issues before changes occur.
• Support scheduled upgrades, maintenance activities, and change?management processes to ensure smooth deployment and minimal disruption to business operations.
• Maintain organized and secure IT environments, including server rooms and shared technical workspaces.
• Document IT systems, workflows, troubleshooting steps, and user guides while contributing to internal knowledge?sharing.
• Manage and track hardware and software inventories to ensure accuracy across the organization.
• Complete recurring reporting requirements (KPIs, monthly tasks, audits) accurately and on time.
• Document, escalate, and follow through on complex technical issues to support faster and more effective resolutions.
• Ensure compliance with security standards, regulatory requirements, and IT best practices related to continuity and system integrity.
• Deliver excellent customer service by communicating clearly and professionally with users of all technical skill levels.
• Contribute to team initiatives, demonstrate adaptability, and maintain a commitment to continuous learning and improvement.

JOB REQUIREMENTS

• Must be able to communicate clearly and effectively with users of all levels of computer proficiency, both verbally and in writing, within a professional business environment
• Must be able to work unsupervised; be a team player; and reliable to start and finish a project or task in a complete and timely manner
• Must be willing and able to travel up to 50% of the time to support business operations and organizational needs
• Hands-on experience with Windows 11 and Microsoft 365 support
• Active Directory administration
• Proficiency in managing IT incidents and problems
• Ability to diagnose and correct hardware and software configuration problems
• Knowledge of the Bank's software applications, technological infrastructure, networking and network design, and all data processing systems
• Strong interpersonal skills
• Develop and maintain an extensive knowledge of the Bank's reporting environment and requirements
• Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)
• Maintain a positive and professional image of the Bank
• Attend work on time, and have flexibility to work extra hours when circumstance requires

EDUCATION & EXPERIENCE

• Associate degree in Information Technology (preferred), or vocational IT education diploma
• Minimum of three years of experience in administering and troubleshooting an enterprise environment
• Experience working in banking or financial services environment with familiarity in industry specific systems. i.e COCC (preferred)

WORKING CONDITIONS/PHYSICAL DEMANDS

• Ability to travel to northern Massachusetts and southern New Hampshire to provide on-site support at Needham Bank North branches. Additional travel may be required, as needed.
• Normal business office environment.
• Ability to work with stakeholders and vendors over the phone, and remotely for extended periods.
• Must be able to work flexible hours to address system upgrades or problem resolution.
• Must be able to lift up to 50 pounds.
• Willingness to continue education and certifications to maintain relevancy.

PAY RANGE: $29.34 - $38.14/Hour

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.