Senior Deskside Support Technician

Customers Bank•New York, NY

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 responsive customer service, discretion, urgency, and professionalism. It also serves 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. The position supports desktops, mobile devices, conference rooms, collaboration platforms, and related audio-visual equipment. It coordinates with infrastructure, application, security, network, and vendor teams to resolve complex issues, and promotes practical, secure, and responsible adoption of AI and emerging technologies. The technician also contributes to incident management, knowledge development, operational coordination, technology projects, device deployment and lifecycle activities, and adherence to security and compliance requirements. Occasional travel to other company locations may be required.

Requirements

At least 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, 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, audio-visual, 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 other 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 audio-visual 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 within an enterprise support environment.
Exposure to vendor coordination and third-party technical support.

Responsibilities

Provide high-touch technical support for senior and executive leaders while maintaining 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 handle confidential or sensitive information discreetly.
Coordinate with infrastructure, application, security, network, and vendor teams to resolve complex issues.
Identify opportunities to use AI and emerging technologies, demonstrate practical use cases, provide hands-on instruction, and encourage effective, secure, and responsible adoption.
Support conference rooms, executive meeting spaces, and collaboration technologies, including Microsoft Teams, Zoom, WebEx, and related audio-visual equipment.
Perform pre-meeting technology checks for high-profile meetings, Town Halls, executive presentations, and hybrid events when required.
Troubleshoot audio, video, display, network, and peripheral issues affecting conferencing equipment and meeting experiences.
Coordinate repairs, upgrades, and escalations for conferencing equipment with internal teams and third-party vendors.
Serve as a senior escalation point for complex or recurring deskside incidents.
Monitor, manage, document, prioritize, and resolve incidents and requests using ServiceNow or a similar ITSM platform.
Identify 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 issues.
Provide input on performance trends, recurring support challenges, technology needs, and service improvement opportunities.
Assist with IT projects 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.
Coordinate with vendors and third-party support providers and validate that 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, maintain confidentiality, follow approved technology processes, and escalate security-related concerns.