About the Company
M&T Bank is a leading financial institution committed to strengthening our communities. With a rich history of over 160 years, we serve millions of customers across various states. We pride ourselves on innovation, exceptional customer service, and fostering a supportive work environment where employees can grow and thrive. Our technology division plays a crucial role in delivering seamless and secure services to our customers and internal teams.
Job Description
M&T Bank is seeking a dedicated and enthusiastic Helpdesk Assistant to join our remote IT support team. This is a fully remote, chat-based position, ideal for individuals who are passionate about technology and eager to assist others. You will be the first point of contact for employees experiencing technical issues, providing prompt and friendly support entirely through chat. We are committed to your success and will provide comprehensive training, as well as all necessary IT equipment to ensure you can perform your duties effectively from your home office. This is an excellent opportunity for someone looking to start their career in IT support within a stable and reputable financial institution.
Key Responsibilities
- Provide first-line technical support to internal employees via chat, addressing a wide range of IT-related inquiries.
- Diagnose and resolve common hardware and software issues, including password resets, account unlocks, and basic troubleshooting.
- Escalate complex issues to senior support teams when necessary, ensuring proper documentation and tracking.
- Maintain accurate and detailed records of all support interactions in our ticketing system.
- Follow established procedures and protocols to ensure consistent and high-quality service delivery.
- Contribute to the continuous improvement of helpdesk processes and knowledge base articles.
- Stay up-to-date with company-specific software, hardware, and IT policies.
Required Skills
- Excellent written communication skills with a professional and friendly demeanor.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Basic understanding of computer systems, operating systems (Windows/macOS), and common office software (e.g., Microsoft Office Suite).
- Ability to learn new technologies quickly and adapt to changing environments.
- Reliable internet connection and a quiet workspace conducive to remote work.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a customer service role (any industry).
- Familiarity with ticketing systems or IT service management tools.
- Basic knowledge of networking concepts.
- Associate's degree in a technology-related field.
Perks & Benefits
- Competitive hourly wage.
- Comprehensive medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and company holidays.
- Fully remote position – work from the comfort of your home.
- All necessary IT equipment provided (laptop, monitor, headset, etc.).
- Opportunities for career growth and professional development within a large organization.
- Employee assistance program.
- Access to M&T Bank employee benefits and discounts.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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