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Help Desk Associate Jobs in Springfield, MA (NOW HIRING)

PeoplesBank

Help Desk Associate

Holyoke, MA · On-site

$23 - $26/hr

As a Tier 1 technical support specialist, the Help Desk Associate is responsible for delivering front-line technical assistance and ensuring the smooth operation of daily IT functions. The position ...

PeoplesBank

Help Desk Associate

Holyoke, MA

$18.25 - $24.50/hr

As a Tier 1 technical support specialist, the Help Desk Associate is responsible for delivering front-line technical assistance and ensuring the smooth operation of daily IT functions. The position ...

Global Channel Management, Inc.

Help desk

Windsor, CT

$18/hr

Associate's Degree in Computer Science, Engineering or a directly related field. * A+ Certification preferred * Two to four years of professional IT experience. * Strong knowledge of IT operations, ...

Gándara Center

Help Desk Technician

Springfield, MA · On-site

$22 - $24/hr

Help Desk Technician Work Location: Sprngfield, Ma. In-Person/On Site *Bilingual Candidates ... Associate's degree in information technology, Computer Science, or equivalent experience. * 2-3+ ...

BEST FITNESS

FRONT DESK ASSOCIATE

Springfield, MA · On-site

$15 - $16/hr

... Associates. This isn't just a job - it's a thrilling opportunity to grow, develop, and thrive in an ... helping you reach your goals every step of the way. What You'll Do: As a Part-time Front Desk ...

MyEyeDr.

Patient Service/Front Desk Coordinator

Amherst, MA · On-site

$15.45 - $20.15/hr

Join our team today and help provide the highest quality vision care for our patients. This role ... Participate in our Vision coverage and associate discounts on our products * Participate in our ...

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All JobsHelp Desk Associate JobsHelp Desk Associate Jobs in Springfield, MA

Help Desk Associate information

See Springfield, MA salary details

$14

$21

$33

How much do help desk associate jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for help desk associate in Springfield, MA is $21.39, according to ZipRecruiter salary data. Most workers in this role earn between $17.74 and $23.94 per hour, depending on experience, location, and employer.

What does a Help Desk Associate do?

A Help Desk Associate provides technical support and assistance to users experiencing issues with computer systems, software, or hardware. They troubleshoot problems, answer questions, and resolve issues either remotely, over the phone, or in person. Help Desk Associates document user interactions, escalate complex problems when necessary, and ensure that users’ technical concerns are addressed in a timely manner. Their goal is to maintain productivity by quickly resolving technical obstacles.

What is the difference between Help Desk Associate vs Technical Support Specialist?

AspectHelp Desk AssociateTechnical Support Specialist
CredentialsHigh school diploma or equivalent; certifications like CompTIA A+Similar certifications; often more technical certifications
Work EnvironmentHelp desk, call centers, on-site supportRemote or on-site technical support, troubleshooting
Employer & IndustryIT service providers, corporate IT departmentsIT companies, software vendors, tech support firms
Search & Comparison IntentCommonly compared for entry-level IT rolesMore technical, troubleshooting focus

The Help Desk Associate primarily handles basic user support and troubleshooting, often in a customer service setting. The Technical Support Specialist typically provides more advanced technical assistance, resolving complex issues. Both roles require similar certifications and work environments, but the Specialist role involves deeper technical knowledge and problem-solving skills.

What are the typical daily responsibilities of a Help Desk Associate?

As a Help Desk Associate, your daily responsibilities will typically include responding to user inquiries via phone, email, or ticketing systems, troubleshooting hardware and software issues, and escalating complex problems to higher-level IT staff. You'll also document solutions and maintain records of issues to help track recurring problems. This role often involves working collaboratively with other IT team members and providing clear, friendly support to users of varying technical abilities. Staying organized and managing multiple tasks at once is key to success in this fast-paced environment.

What are the key skills and qualifications needed to thrive as a Help Desk Associate, and why are they important?

To thrive as a Help Desk Associate, you need a solid understanding of computer systems, troubleshooting techniques, and customer service principles, often supported by a relevant associate degree or certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow or Zendesk), remote desktop tools, and basic networking concepts is typically required. Strong communication, patience, and problem-solving skills help you effectively assist users and de-escalate stressful situations. These competencies are crucial for quickly resolving technical issues, maintaining user satisfaction, and supporting business continuity.
What are the most commonly searched types of Help Desk jobs in Springfield, MA? The most popular types of Help Desk jobs in Springfield, MA are:
What are popular job titles related to Help Desk Associate jobs in Springfield, MA? For Help Desk Associate jobs in Springfield, MA, the most frequently searched job titles are:
What job categories do people searching Help Desk Associate jobs in Springfield, MA look for? The top searched job categories for Help Desk Associate jobs in Springfield, MA are:
What cities near Springfield, MA are hiring for Help Desk Associate jobs? Cities near Springfield, MA with the most Help Desk Associate job openings:
Help Desk Associate jobs near you
Infographic showing various Help Desk Associate job openings in Springfield, MA as of May 2026, with employment types broken down into 97% Full Time, and 3% Part Time. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $44,492 per year, or $21.4 per hour.
Help Desk Associate

Help Desk Associate

PeoplesBank

Holyoke, MA • On-site

$23 - $26/hr

Full-time

Posted 5 days ago

Job description

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together!

Summary:

As a Tier 1 technical support specialist, the Help Desk Associate is responsible for delivering front-line technical assistance and ensuring the smooth operation of daily IT functions. The position involves providing timely and professional support to bank associates through various channels, including phone, in-person, email, and remote tools. Key responsibilities include troubleshooting hardware and software issues, managing service requests, performing system imaging and installations, and maintaining user accounts. The role also involves coordinating with vendors, maintaining hardware inventory, and ensuring compliance with internal policies and regulatory standards. Strong communication, documentation, and customer service skills are essential, along with the ability to prioritize tasks and provide on-call support as needed across multiple locations. This role is on-site at our executive offices in Holyoke, MA.

Essential Duties and Responsibilities:

  • Deliver Tier 1 technical support via phone, in-person, email, chat, and ticketing systems, ensuring timely and professional resolution in accordance with help desk protocols.
  • Accurately document all service interactions and resolutions using IT tracking software to maintain detailed support records.
  • Manage the full lifecycle of service requests, from initial intake to resolution and closure.
  • Maintain proactive communication with users to provide updates and ensure complete issue resolution, meeting SLA requirements and enhancing user satisfaction.
  • Promote user independence by guiding associates toward effective self-service solutions.
  • Diagnose and resolve routine hardware and software issues, applying standard troubleshooting techniques.
  • Perform remote diagnostics and support using targeted questioning and technical tools.
  • Escalate complex or unresolved issues to higher-level support teams in a timely manner.
  • Liaise with IT vendors to coordinate service and support, including hardware repairs and replacements.
  • Install, configure, and update hardware and software across user systems.
  • Maintain accurate records of the bank’s hardware inventory and ensure asset accountability.
  • Effectively prioritize and manage multiple tasks while maintaining high attention to detail and service quality.
  • Provide on-site support across multiple PeoplesBank locations in Massachusetts and Connecticut as needed.
  • Participate in a rotating on-call schedule, delivering after-hours and weekend support for critical issues.
  • Respond to high-priority incidents promptly, escalating as necessary based on severity and established procedures.
  • Monitor system alerts and incoming requests to ensure rapid response and resolution.
  • Successfully complete all required annual compliance training and testing, ensuring adherence to federal, state, and banking regulations.
  • Other duties as assigned.

Education and Experience:

  • Associates degree
  • One+ year(s) of experience in a technical role
  • Or an equivalent combination of education and experience


Skills Required:

  • Communicates technical concepts clearly and effectively to both technical and non-technical audiences.
  • Delivers exceptional customer service while consistently meeting or exceeding organizational service standards.
  • Demonstrates strong written and verbal communication skills to support clear and effective interactions.
  • Maintains professionalism and patience when engaging with internal stakeholders and external vendors.
  • Develops a comprehensive understanding of organizational structure and the diverse needs of help desk users.
  • Self-motivated and goal-oriented, with a proactive approach to problem-solving and continuous improvement.
  • Excels in time management, issue resolution, and project coordination to ensure timely and high-quality outcomes.


Certifications, Licenses and/or registrations:

  • CompTIA A+ preferred

Computer/Technical Skills:

Familiarity with Microsoft applications such as:

  • Windows Desktop Operating System – 10, 11
  • Windows 2016 / 2019 / 2022 Server
  • Active Directory
  • Microsoft 365

Work Environment and Physical Demands:

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel. Must have the ability to satisfy requirements to hold a driver’s license and car insurance.


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