Help Desk Technician II

About Cornerstone Bank

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch—every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values—they’re how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

Summary:

Cornerstone Bank is seeking a Level 2 Help Desk Technician to deliver high-quality technical support in a Windows-based VMware VDI environment. This role is responsible for providing second-level troubleshooting for moderately complex hardware and software issues, supporting over 200 end users, and managing an individual support queue through the internal help desk platform. The technician will play a key role in employee onboarding and offboarding, system access provisioning, hardware deployment, and asset management. The ideal candidate is a detail-oriented problem solver with strong communication skills who thrives in a fast-paced environment and enjoys collaborating with senior team members on IT projects while continuously expanding their technical skill set.

Essential Duties and Responsibilities:

• Provide Level 2 support to over 200 end users, as well as Level 1 support on an as-needed basis.
• Responsible for onboarding and offboarding of employees and provisioning access to systems as requested by HR and their manager/supervisor.
• Managing your own support request queue through an internal help desk platform.
• Assist with the planning, installation and deployment of hardware to support projects and end user activities. Travel to sites will be necessary on occasion to provide support.
• Maintain and update detailed technical documentation, including knowledge base articles and internal processes.
• Assist in the maintenance and auditing of an asset inventory system, providing guidance when ordering is necessary.
• Other related duties as required.

Education and Experience: 

Associates degree in Information Technology, Computer Science, or a related field OR 3-5 years of professional experience in an IT help desk or technical support role

Skills Required: 

Demonstrates proficiency in a technical support role including detailed knowledge of the following:

• Windows, Windows Server, Microsoft Office, on-prem Active Directory
• Microsoft 365 including Teams and SharePoint
• Networking concepts (DNS, DHCP)
• Mobile device support for iPhones, iPads and Surface tablets using Intune
• Image and configure desktop computers and thin clients
• Experience with VDI environments such as VMware, including remote support tools preferred
• Knowledge of scripting languages such as PowerShell and Python a plus.
• Ability to diagnose and resolve complex technical issues, escalating to Level 3 when required.
• Attention to detail, critical thinking skills and a natural problem-solver.
• Excellent verbal and written communication skills, including communication of technical concepts to non-technical people.
• Must be detail oriented, well organized and self-motivated.
• Ability to work in a fast-paced environment and manage time efficiently between multiple priorities.
• Flexibility and desire to learn new skills as they become applicable.

Physical Requirements:

The Help Desk Technician is in a non-confined office type setting in which he or she is free to move about at will.

The Help Desk Technician spends time writing, typing, speaking, listening, carrying, seeing (such as close, color and peripheral vision, depth perception), sitting, pulling, walking, standing, and reaching.

The Help Desk Technician may operate any or all the following: telephone, copy and fax machine, scanner, computer, printers and other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.