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10 May 2022

Full-Time Principal Technology Support Technician (Req#1138)

Eastern Bank – Posted by Easternbk Lynn, Massachusetts, United States

Job Description


The Principal Technology Support Technician (PTST) is responsible for overseeing the Service Desk (Desktop Support and Helpdesk) services queues and for the provisioning of computer hardware/software and network support services to Eastern Bank employees. The PTST is a hands-on role responsible for ensuring that all technical support service infrastructure operates effectively and efficiently and is aligned with business requirements. The PTST is responsible for the work assignment and escalated issues management of the Technology Support Technicians. The PTST serves as an escalation point for tier two and three support of complex incidents and requests.

  • Support: Hands-on technical expertise and guidance of the Technology Desktop Support team by identifying, conducting in-depth analysis, and recommending and/or implementing solutions to high-level, complex technical issues including exploration of new technologies and designs to best support the end-user computing needs of Eastern Bank.
  • Leadership: Troubleshoot, review, and assess tickets to the Technology Desktop support teams. Provide professional and technical coaching, mentoring, and development plans for Technology Desktop Support staff. Ensure Technology Desktop Support teams receive and maintain a current understanding of both in-place and emerging technologies. Define and follow a development roadmap consisting of technical training, proof of concept activities, and knowledge sharing in line with technology division goals.
  • Projects: Participate in division projects representing the Service Desk teams (Desktop and Helpdesk).
  • Collaborate: Consult with business users to define and execute desktop support technologies and specifications that meet business objectives. Specify, design, develop and maintain enterprise desktop architecture and system standards.


Must be analytical, well-organized, and self-directed. Must possess strong customer services skills and a sense of urgency and ownership. Must have the ability to make technical and process decisions that align and advance Technology and Business Goals.


Education and Experience:

  • Bachelor of Science degree or equivalent combination of education and experience
  • Minimum six years’ related experience providing technical support in a Technology Support environment
  • Minimum two years supervisory experience, or equivalent combination of training and experience


  • Thorough knowledge of Service Desk (Helpdesk and Desktop) support operations (such as ITIL best practices), industry trends, and customer service
  • Exceptional working knowledge of operating systems (Windows, macOS, iOS, Android)
  • Understanding of Network and Server Technologies (Windows Server, Microsoft Active Directory, Azure Active Directory, Group Policy, Azure)
  • Ability to adapt and learn new applications while providing support
  • Thorough understanding of Microsoft Office products
  • Understanding of Microsoft System Center suite of products (Configuration Manager, Service Manager, Endpoint Manager (Intune), and Operations Manager)
  • Experience with PowerShell and batch file scripting
  • IT asset management experience

       Working Conditions

  • Fully Remote Position
  • Travel to Eastern offices required on occasion
  • Off-hours support as needed for events or changes

How to Apply

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Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: #ITCareers, Banking, and Technology. Salaries: Not Disclosed.

Job expires in 27 days.

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