Senior Deskside Support Technician

Customers Bank•New York, NY

6d•$100,000 - $120,000

About The Position

The Senior Deskside Support Technician provides advanced, hands-on technical support, primarily for senior and executive leaders, high-visibility meetings, and complex end-user technology issues. The role combines strong troubleshooting expertise with exceptional customer service, discretion, urgency, and professionalism, while also supporting the broader employee population. This position is 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. The technician supports end-user devices, enterprise applications, mobile devices, meeting-room and collaboration technologies, and network connectivity. The role also helps users identify and adopt AI and emerging technologies effectively, securely, and responsibly. The position coordinates with infrastructure, application, security, network, and vendor teams; supports incidents and requests through ServiceNow or a similar platform; and assists with major incident response, deployments, hardware refreshes, office moves, and other IT initiatives. It requires adherence to security and compliance requirements and occasional travel to other company locations as business and support needs require. The stated annual salary range is $100,000–$120,000, based on overall skills and experience. Applicants must be legally eligible to work in the United States without sponsorship, now or in the future.

Requirements

At least 5 years of experience supporting end users in a deskside, desktop support, or enterprise IT support environment, including support for senior or executive leaders.
Advanced knowledge of Microsoft Windows operating systems, including configuration, troubleshooting, and optimization.
Strong experience with Windows PC imaging and deployment, including independently diagnosing and resolving 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 or ticketing platform.
Experience supporting corporate-issued and BYOD iOS and Android mobile devices, including setup, configuration, troubleshooting, and user assistance.
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.
Ability to work with the Microsoft Suite and learn and work with Customers Bank applications.
Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.
Must be legally eligible to work in the United States without sponsorship, now or in the future.

Nice To Haves

Experience supporting executives, board meetings, Town Halls, or other high-profile meetings and events.
Experience supporting enterprise conferencing or A/V environments, including room systems, displays, cameras, microphones, speakers, and control devices.
Strong documentation skills, including creating or updating procedures, checklists, troubleshooting guides, and knowledge-base articles.
Experience leading or coordinating technical work during hardware refreshes, office moves, OS upgrades, conferencing upgrades, or technology rollouts.
Experience assisting IT management with operational reporting, escalations, workload coordination, service improvement, or project activities.
Familiarity with endpoint management, device imaging, asset management, and standardization initiatives in an enterprise support environment.
Exposure to vendor coordination and third-party technical support.

Responsibilities

Provide responsive, high-touch technical support to senior and executive leaders while maintaining service standards for other employees.
Diagnose and resolve complex hardware, software, mobile-device, operating-system, peripheral, docking-station, and connectivity issues.
Anticipate and prepare for technology needs related to executive meetings, presentations, travel, and other high-visibility activities.
Communicate clearly with non-technical users and handle confidential or sensitive information discreetly.
Coordinate with infrastructure, application, security, network, and vendor teams to resolve complex issues.
Advocate for technology use by identifying AI and emerging-technology opportunities, demonstrating practical applications, providing hands-on instruction, and encouraging secure and responsible adoption.
Support conference rooms, executive meeting spaces, and collaboration technologies, including Microsoft Teams, Zoom, WebEx, and related A/V equipment.
Perform technology checks for high-profile meetings, Town Halls, executive presentations, and hybrid events when required.
Troubleshoot audio, video, display, network, and peripheral problems affecting conferencing equipment and meeting experiences.
Coordinate conferencing-equipment repairs, upgrades, and escalations with internal teams and third-party vendors.
Act 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, including executive communications and hands-on technical support when required.
Mentor and coach Deskside Support Technicians on troubleshooting, 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.
Assist management with operational coordination, workload prioritization, escalations, and follow-up on high-priority support issues.
Provide input on performance trends, recurring support challenges, technology needs, and service-improvement opportunities.
Assist with IT projects and initiatives, including 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.
Travel occasionally to other company locations as business and support needs require.
Follow IT security policies, compliance standards, data-protection requirements, and established technology controls.
Handle executive and employee information responsibly and maintain confidentiality.
Follow approved processes for access, device configuration, software installation, and escalation of security-related concerns.