Customers Bank is seeking a Deskside Support Technician to provide premium, personalized IT services to executives and senior leadership. The role requires 1-3 years of experience supporting end users in a help desk or deskside support environment.
Requirements
- 1–3 years supporting end users in a help desk or deskside support environment
- Deliver personalized IT support for executives, including hardware, software, network, and mobile device issues, with urgency and discretion.
- Perform proactive maintenance on executive devices to ensure security, performance, and software currency.
- Support executive meetings and events by setting up and troubleshooting AV equipment, conferencing tools, and remote access.
- Provide after-hours and on-call support as needed to promptly address executive technology needs.
- Diagnose and resolve complex technical issues for both executives and general users, escalating as appropriate.
- Act as the escalation point for unresolved or critical incidents, ensuring swift problem resolution, especially for executives.
- Monitor and manage the help desk ticketing queue, ensuring proper escalation, documentation, and closure of incidents for both general users and executives.
- Serve as the primary point of contact between IT and executives, ensuring transparent and efficient communication on issue status, resolutions, and system changes.
- Document procedures and solutions clearly for both internal use and executive reference.
- Provide regular updates to executives and users, translating technical details into clear, non-technical language.
- Deliver training and onboarding for executives and end users, including tailored technology orientation for new hires.
- Onboard new hires by conducting orientation, handling technical setup, and providing user training to ensure a smooth transition.
- Ensure that all executive support interactions are handled with the highest level of confidentiality and security, protecting sensitive information.
- Lead coordination of major incidents impacting executives, collaborating with IT teams to ensure minimal disruption and rapid recovery.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
