Deskside Support Technician

customersbank; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Customers Bank is seeking a Deskside Support Technician to provide hands-on end-user support for both on-site and remote staff. This role focuses on delivering reliable day-to-day IT operations and resolving hardware and software issues in a fast-paced environment.

Responsibilities include Windows workstation support, Microsoft 365 app assistance, collaboration tools support, and incident/ticket management. Strong communication and customer service skills are essential.

Qualifications

• 3+ years of experience supporting end users in a help desk or deskside environment.
• Strong knowledge of Windows operating systems and troubleshooting.
• Experience supporting Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, Teams).
• Experience supporting collaboration tools (Zoom, Microsoft Teams, WebEx).
• Familiarity with TCP/IP, DNS, DHCP, VPN, and Wi‑Fi troubleshooting.

Responsibilities

• 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.

Skills

End-user support

Windows support

Microsoft 365 support

Collaboration tools

Hardware troubleshooting

TCP/IP basics

VPN/Wi-Fi

Remote access tools

ServiceNow

Mobile device support

Customer service

Time management

Tools

ServiceNow

Cisco AnyConnect

Remote Desktop

VNC

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.

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 initiati