Deskside Support Technician

Job description

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives. Must be legally eligible to work in the US without sponsorship, current or future, to be considered. Who is Customers Bank? Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with. We get you further, faster. Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow. On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead. Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust. What you’ll do: The Deskside Support Technician provides hands-on technical support to both on-site and remote employees, ensuring reliable day-to-day IT operations across the organization. This role focuses on delivering responsive, professional end-user support, troubleshooting hardware and software issues, and maintaining a high level of customer satisfaction in a fast-paced enterprise environment. This position may occasionally support senior and executive leaders, but the primary focus is broad end-user deskside support. The ideal candidate is service-oriented, calm under pressure, and experienced in delivering exceptional technical expertise, professionalism, discretion, and responsiveness in a fast-paced, on-site enterprise environment. Deskside & End-User Support Provide Tier 1–2 deskside and remote support for employees across the organization Diagnose and resolve hardware, software, mobile device, and connectivity issues Support Windows laptops, desktops, printers, peripherals, and docking stations Troubleshoot LAN, WAN, Wi-Fi, VPN, and basic network connectivity issues Assist users with Microsoft 365 applications and collaboration tools Incident & Ticket Management Monitor, manage, and resolve help desk tickets using ServiceNow or a similar platform Ensure accurate documentation, prioritization, escalation, and timely closure of incidents Escalate complex or unresolved issues to appropriate IT teams as needed Assist with major incident response and recovery efforts when required Onboarding, Training & Documentation Onboard new hires by preparing equipment, performing technical setup, and providing user orientation Deliver end-user training and basic technology guidance as needed Document procedures, solutions, and support processes for internal reference Communicate technical information clearly to non-technical users Security & Compliance Adhere to IT security policies, compliance standards, and data protection requirements Handle user information responsibly and maintain confidentiality What do you need? Required Skills & Qualifications 3+ years of experience supporting end users in a help desk or deskside support environment Strong knowledge of Microsoft Windows operating systems (configuration, troubleshooting, and optimization) Experience supporting Microsoft 365 (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, Teams) Experience supporting collaborations tools (Zoom, Microsoft Teams, WebEx) Demonstrated ability in troubleshooting hardware, A/V equipment and peripherals (Laptops, desktops, printers, monitors, docking stations, etc.) Basic TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting Experience with Cisco AnyConnect and remote support tools (e.g., Remote Desktop, RealVNC) Familiarity using ticketing systems (ServiceNow) Support corporate-issued and BYOD mobile devices (iOS and Android), including setup, configuration, troubleshooting, and user assistance Strong customer service mindset with clear and professional communication skills Ability to prioritize tasks and manage time effectively Ability to work independently and collaboratively in a team environment Preferred Skills & Qualifications Strong documentation skills, including creating or updating procedures, checklists, and knowledge base articles Experience participating in IT projects, such as hardware refreshes, OS upgrades, office moves, or technology rollouts Ability to assist with device deployment projects, including imaging, configuration, asset tagging, and inventory reconciliation Familiarity with standardization and process improvement initiatives within an IT support environment Exposure to vendor coordination or third-party support during project implementations Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. Diversity Statement: At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.