Sr. Desktop Support Specialist

Description

Community. Security. Trust. This is the foundation on which Bluestone Bank is built. We've helped Southern New England prosper for over 150 years by providing responsible, relevant, and secure financial solutions. Whether our customer’s unique needs include finding a safe place to grow their savings, financing their next home, protecting their future, or building their business, we are here to help them reach their goals. Let’s get there, together!

In addition to being a great place to bank, Bluestone Bank is a great place to work! Named by the Boston Business Journal as a Best Places to Work in 2025, you are joining a team that cares about your career success and will also receive:

• A competitive salary with performance-based incentives.      
• Comprehensive medical with deductible reimbursement, dental, and vision coverage. 
• An employer matching 401k plan. 
• Training and professional development opportunities, including tuition reimbursement. 
• Work life balance with paid time off, paid volunteer hours, and 11 paid holidays. 

The Senior Desktop Support Specialist, under the direction and training of the VP, IT Manager, serves as a senior-level technical resource ensuring that systems, software applications, workstations, printers, network communications devices, and general office systems operate efficiently to provide users with a high level of service while adhering to established information technology policies, standards, and procedures. This position assumes advanced responsibilities for workstation installations and installation of pre-defined hardware, cabling, and software configurations, and provides escalation-level support for complex desktop, endpoint, and peripheral issues. The Senior Desktop Support Specialist assists with problem resolution, issue tracking, and monitoring of the helpdesk ticket queue with prioritization of efforts under guidelines provided by the VP, IT Manager. This role also acts as a technical mentor and escalation point for junior IT support staff, provides backup support for core banking system operations, and contributes to network and systems administration tasks in the absence of the Systems Administrator.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Desktop Support & Helpdesk Operations

• Provides senior-level first and second-tier contact to resolve user issues, escalating tickets as needed to the appropriate IT personnel, and mentoring junior support staff on troubleshooting methodology.
• Provides advanced assistance and support to users for routine and complex telephone equipment issues, printer and copy machine support, bank email system(s) support, general file access administration, and workstation software/hardware support, including repair, moves, installations, deployments, and upgrades.
• Manages Active Directory and endpoint administration for 100+ employees and devices across 11+ locations, including user account creation, group provisioning, and access controls.
• Assists with user password resets, domain user administration, and general user administration of various applications as directed by the VP, IT Manager.
• Assists with the installation and support for general software applications (Microsoft 365, Adobe, Windows, etc.) and Core Banking software.
• Provides support and problem resolution for secure email solutions and web browser certificate installations.
• Deploys new laptops and endpoints via imaging, onboarding processes, and the network change control process across 200+ endpoints on the bank’s network.
• Troubleshoots and resolves technical issues ranging from workstations, servers, and network connectivity.

Systems & Network Support

• Maintains and monitors the IT RMM system daily, including patch and software updates, ticketing, and endpoint health.
• Reviews and remediates vulnerabilities via the bank’s vulnerability management software.
• Provides basic support for the bank’s Wi-Fi network in the absence of the Network Administrator.
• Assists with virtual machine creation and monitoring via the VM Hypervisor system.
• Supports core banking system operations and assists with troubleshooting in the absence of the Core Banking Solutions & System Administrator.
• Assists with VPN administration, configuration, and remote/on-site troubleshooting to ensure secure connectivity.

Administrative & Asset Management

• Tracks software and system upgrades and maintains and updates the IT Asset Inventory database as needed.
• Maintains and monitors the IT Ticketing system and job queue.
• Orders office supplies and general computer parts as needed.
• Creates and maintains do