Help Desk Technician

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Reporting into the IT Manager, The IT Help Desk Technician provides first-line technical support to internal users across the organization. This role is responsible for troubleshooting hardware, software, and network issues, managing support tickets, and ensuring a high level of customer service and technical expertise. The ideal candidate will demonstrate strong problem-solving skills, clear communication, and a proactive approach to maintaining and improving IT operations.

Essential Duties and Responsibilities:

• Respond to and resolve IT support tickets via phone, email, chat, or in person in a timely manner.
• Diagnose and troubleshoot hardware, software, and network connectivity issues.
• Install, configure, and maintain laptops, desktops, mobile devices, and peripheral equipment.
• Manage user accounts, permissions, and access within Microsoft 365 / Active Directory environments.
• Support company applications, including Office 365, VPN, and cloud-based tools.
• Document incidents, solutions, and standard operating procedures in the ticketing system.
• Escalate complex issues to higher-tier IT support or system administrators as needed.
• Assist with system updates, backups, patch management, and inventory tracking.
• Provide onboarding/offboarding support for new hires and departing employees.
• Maintain compliance with IT policies, data security standards, and confidentiality protocols.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education:

• High School Diploma Required

Professional Certifications/Licenses: None

Travel:

• Required

Experience, Skills and Requirements:

• Knowledge of operating systems (ex: Office365, Azure infrastructure, etc..), current equipment and technologies, enterprise backup and recovery procedures, and systems performance monitoring
• Able to implement, configure, and test IT solutions
• Creative and analytical thinking
• Ability to work independently and collaborate with service teams.
• Assertive, self-starter.
• Strong influencing skills ability to influence others and present information.
• Organizational skills with the ability to manage multiple tasks efficiently.
• All applicants must be 18 years of age or older

Hours: Fill In hours/week

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.