Salary range: An annual salary range of $100,000 - $120,000 is what we expect to pay for this position, based on overall skills and experience.
Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.
What You'll Do:The Senior Deskside Support Technician provides advanced, hands-on technical support with a primary focus on senior and executive leaders, high-visibility meetings, and complex end-user technology issues. This role serves as a trusted technical resource who combines strong troubleshooting expertise with exceptional customer service, discretion, urgency, and professionalism.
In addition to executive support, this position acts as a senior escalation point for the Deskside Support team, mentors less experienced technicians, assists management with operational activities and technology initiatives, and helps improve support standards, documentation, and service delivery across the organization.
Executive & Deskside Support:- Provide high-touch, responsive technical support for senior and executive leaders while maintaining appropriate service standards for the broader employee population.
- Diagnose and resolve complex hardware, software, mobile device, operating system, peripheral, docking station, and connectivity issues.
- Anticipate technology needs for executive meetings, presentations, travel, and other high-visibility business activities.
- Communicate clearly with non-technical users and maintain discretion when handling confidential or sensitive information.
- Coordinate with infrastructure, application, security, network, and vendor teams to drive complex issues through resolution.
- Serve as a technology advocate and trusted resource for end users, including executives, by identifying opportunities to leverage AI and emerging technologies, demonstrating practical use cases, providing hands-on instruction, and encouraging effective, secure, and responsible adoption.
Conferencing & Collaboration Technology:- Provide advanced support for conference rooms, executive meeting spaces, and collaboration technologies, including Microsoft Teams, Zoom, WebEx, cameras, microphones, speakers, displays, control panels, and related A/V equipment.
- Perform pre-meeting technology checks for high-profile meetings, Town Halls, executive presentations, and hybrid events when required.
- Troubleshoot complex audio, video, display, network, and peripheral issues affecting conferencing equipment and meeting experiences.
- Coordinate with internal teams and third-party vendors for conferencing equipment repairs, upgrades, and escalations.
Advanced Incident & Ticket Management:- Serve as a senior escalation point for complex or recurring deskside incidents that cannot be resolved through standard Tier 1-2 troubleshooting.
- Monitor, manage, document, prioritize, and resolve incidents and requests using ServiceNow or a similar ITSM platform.
- Identify patterns and recurring technical issues and recommend corrective actions, documentation, or process improvements.
- Assist with major incident response and recovery efforts, including executive communications and hands-on technical support when required.
Team Mentoring & Knowledge Development:- Mentor and coach other Deskside Support Technicians on troubleshooting techniques, customer service, technical standards, and support procedures.
- Provide technical guidance during escalations and help team members develop independent problem-solving skills.
- Create, review, and maintain procedures, troubleshooting guides, checklists, and knowledge base articles.
- Share lessons learned and promote consistent support practices across the team.
Management & Operational Support:- Assist management with day-to-day operational coordination, workload prioritization, escalations, and follow-up on high-priority support issues.
- Provide input on team performance trends, recurring support challenges, technology needs, and opportunities for service improvement.
- Assist with IT projects and initiatives such as hardware refreshes, office moves, executive technology upgrades, OS deployments, and technology rollouts.
- Support device deployment, imaging, configuration, asset tagging, inventory reconciliation, and lifecycle activities as needed.
- Coordinate with vendors and third-party support providers and help validate that technical issues are resolved to expected standards.
- Ability to travel occasionally to other company locations as business and support needs require.
Security & Compliance:- Adhere to IT security policies, compliance standards, data protection requirements, and established technology controls.
- Handle executive and employee information responsibly and maintain confidentiality at all times.
- Follow approved processes for access, device configuration, software installation, and escalation of security-related concerns.
What Do You Need?- 5+ years of experience supporting end users in a deskside, desktop support, or enterprise IT support environment, including experience supporting senior or executive leaders.
- Advanced knowledge of Microsoft Windows operating systems, including configuration, troubleshooting, and optimization.
- Strong experience with Windows PC imaging and deployment, with the ability to independently diagnose and resolve complex imaging, driver, firmware, application, and hardware compatibility issues.
- Advanced experience supporting Microsoft 365 applications and collaboration tools, including Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams.
- Demonstrated ability to troubleshoot complex hardware, software, A/V, conferencing, peripheral, and connectivity issues.
- Hands-on experience supporting conference room technologies and collaboration platforms such as Microsoft Teams, Zoom, and WebEx.
- Strong working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN connectivity, and remote access troubleshooting.
- Experience with Cisco AnyConnect and remote support tools such as Remote Desktop or RealVNC.
- Experience using ServiceNow or a comparable ITSM/ticketing platform.
- Experience supporting corporate-issued and BYOD mobile devices (iOS and Android), including setup, configuration, troubleshooting, and user assistance.
- Demonstrated ability to troubleshoot independently, manage complex escalations, and coordinate across technical teams.
- Exceptional customer service, communication, professionalism, judgment, and discretion, particularly when supporting executive leadership.
- Ability to prioritize competing requests, remain calm under pressure, and respond effectively to urgent or high-visibility issues.
- Demonstrated ability to mentor, coach, and provide technical guidance to junior team members.
- Preferred: Experience supporting executives, board meetings, Town Halls, or other high-profile meetings and events.
- Preferred: Experience supporting enterprise conferencing or A/V environments, including room systems, displays, cameras, microphones, speakers, and control devices.
- Preferred: Strong documentation skills, including creating or updating procedures, checklists, troubleshooting guides, and knowledge base articles.
- Preferred: Experience leading or coordinating technical work during hardware refreshes, office moves, OS upgrades, conferencing upgrades, or technology rollouts.
- Preferred: Experience assisting IT management with operational reporting, escalations, workload coordination, service improvement, or project activities.
- Preferred: Familiarity with endpoint management, device imaging, asset management, and standardization initiatives within an enterprise support environment.
- Preferred: Exposure to vendor coordination and third-party technical support.
Technology Skills:- Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.
- Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.
