Helpdesk Support III

Accordia Bank; Pleasant Grove (UT); On-site; USD 65,000 - 85,000; Full time

Job summary

CCBank is seeking a Helpdesk Support III to act as a technical lead and SME for the bank and its subsidiaries, delivering advanced Windows and macOS support, documenting workflows, and training staff. You will partner with IT leadership, assist with migrations, and create AI-enhanced documentation and training content.

The role requires 3–5+ years in IT support, solid knowledge of AD/Entra ID, M365, MFA, MDM, VPN, and enterprise security tools, plus strong communication and collaboration skills.

Qualifications

• 3–5+ years of IT support experience, banking/mortgage industry preferred.
• Strong proficiency in Windows OS and macOS.
• Experience with AD, Entra ID, M365, MFA, MDM, VPN technologies, and enterprise security tools.
• Familiarity with networking concepts and troubleshooting techniques.
• Skilled in documentation and workflow mapping.
• Ability to learn new systems quickly and understand operational impacts.

Responsibilities

• Provide advanced technical support across Windows and macOS environments.
• Troubleshoot issues involving M365, Entra ID, AD, MFA, MDM, VPN, networking, and printing.
• Document processes, configurations, and common troubleshooting paths.
• Train users and internal IT team; create AI-enhanced training content.
• Track support trends and provide weekly/monthly reporting with insights.
• Lead, mentor, and collaborate with Helpdesk team; manage queues and knowledge sharing.

Skills

Windows OS

macOS

AD / Entra ID

M365 / MFA / MDM

VPN technologies

Networking basics

Documentation & workflows

AI-assisted tooling

Tools

M365

Entra ID

MFA

MDM

VPN

Job description

Full-Time – Weekends Required | Pleasant Grove, Utah | IT DepartmentPosition SummaryCCBank is seeking a highly skilled Helpdesk Support III to serve as a dedicated technical lead and subject-matter expert (SME) for the bank and its subsidiaries.This role goes beyond traditional support. The Technical Lead will:Provide advanced support across Windows and macOSDocument all systems and workflowsTrain users and the internal IT teamDeliver analytics and insightsOperate in a fast-paced, AI-enabled, tech-forward environmentThis individual will remain a fully integrated member of the IT Helpdesk team, ensuring collaboration, shared learning, and unified support standards across the bank.Key ResponsibilitiesTechnical OwnershipAct as an IT partner for users, leadership, and operations.Develop deep expertise in systems, applications, workflows, and dependencies.Document all processes, configurations, and common troubleshooting paths.Identify gaps, risks, and modernization opportunities within the environment.Support IT leadership and SysAdmin teams throughout integration, stabilization and innovation.Responsibilities as assignedAdvanced Technical Support (Tier 1–3) — Windows & MacProvide escalated support across Windows and macOS environments.Troubleshoot issues involving M365, Entra ID, AD, MFA, MDM, VPN, networking, and printing.Support workstation transitions, domain clean-up, and authentication migrations.Assist with server access, backup validation, and system maintenance tasks as needed.Responsibilities as assignedTraining, Enablement & AI-Enhanced DocumentationDeliver training for users on systems, workflows, security tools, and technology best practices.Provide internal training to CCBank’s IT Helpdesk team, ensuring they understand workflows, expectations, and support nuances.Promote a culture of collaboration, shared ownership, and unified service standards.Use AI and tech-forward tools to create documentation, videos, guides, and training content.Build training programs that reduce recurring issues and elevate user proficiency.Operational Reporting & MetricsTrack and analyze support trends:Ticket volumes, Subjects, Resolution categoriesCommon root causesAuthentication, SSO and MDM issuesDarktrace and Mimecast user patterns and educationProvide weekly and monthly reporting with insights and recommendations.Suggest workflow improvements, system consolidations, and end-user enablement opportunities.Helpdesk Team Leadership & CollaborationServe as a senior member of the Helpdesk Team — fully integrated, not siloed.Collaborate with peers to share knowledge, refine processes, and maintain consistency.Mentor junior technicians and support team development.Assist with queue management, escalations, and knowledge-sharing.Work flexible hours to meet the bank’s needs.Required Skills & CompetenciesTechnical Skills3–5+ years of IT support experience (banking/mortgage industry preferred).Strong proficiency in Windows OS and macOS.Experience with AD, Entra ID, M365, MFA, MDM, VPN technologies, and enterprise security tools.Familiarity with networking concepts and troubleshooting techniques.Skilled in documentation and workflow mapping.Ability to learn new systems quickly and understand operational impacts.Soft SkillsExcellent communication with both technical and non-technical audiences.Strong empathy, customer service, and interpersonal skills.Thrives in fast-paced, high-change environments.Highly organized with exceptional follow-through.Comfortable working with ambiguity during transitions and migrations.Collaborative mindset—committed to team cohesion, not silos.AI & Tech-Forward MindsetEmbraces AI-assisted tools for support, documentation, training, and analysis.Identifies automation opportunities to streamline workflows.Stays ahead of emerging technologies and modern IT practices.Role ExpectationsFull-time schedule with flexibility for peak hours or maintenance windows. Weekends RequiredOccasional travel to Bank owned locations.Act as both a specialized SME and a contributing member of the IT Helpdesk team.Support cross-training and knowledge-sharing between divisions.Key Performance Indicators (KPIs)Reduction in recurring ticket categoriesQuality and completeness of documentationTraining impact (ticket reduction and user confidence gains)Team collaboration and cross-training successSLA adherence and responsivenessWhy This Role MattersSuccess requires a dedicated technical leader who can build clarity, stability, and trust—across the IT department and the broader organization.This role ensures:The end user’s receive high-quality, knowledgeable supportIT maintains unified standards and strong internal collaborationThe entire organization benefits from better documentation, training, and modernizationThe Technical Lead becomes both a champion and a pillar of the IT Helpdesk team, enabling the bank to move forward with confidence.