Helpdesk Support III

CAPITAL COMMUNITY BANK; Pleasant Grove (UT); On-site; USD 70,000 - 95,000; Full time

Job summary

CCBank in Pleasant Grove, UT is seeking a seasoned Helpdesk Support III to serve as the technical lead and SME for the bank's IT Helpdesk. The role covers advanced Windows and macOS support, documenting workflows, training users, and delivering analytics in a fast-paced, AI-enabled environment.

As part of the IT Helpdesk team, you will drive unified standards, collaborate across divisions, and mentor junior staff. Full-time with weekend hours and occasional travel to bank locations are required.

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

• Act 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.
• Deliver user and IT staff training on systems, workflows, security tools and best practices.
• Promote collaboration and unified service standards; use AI-enabled tools for documentation and training content.
• Build training programs that reduce recurring issues and elevate user proficiency.

Skills

IT support

Windows/macOS

AD/Entra ID/MFA

M365/MDM/VPN

Networking basics

Documentation

Learning agility

Customer focus

Job description

Job DetailsJob Location: Pleasant Grove - PLEASANT GROVE, UT 84062Position Type: Full TimeFull-Time – Weekends Required | Pleasant Grove, Utah | IT Department

Position Summary

CCBank 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 macOS
• Document all systems and workflows
• Train users and the internal IT team
• Deliver analytics and insights
• Operate in a fast-paced, AI-enabled, tech-forward environment

This individual will remain a fully integrated member of the IT Helpdesk team, ensuring collaboration, shared learning, and unified support standards across the bank.

Key Responsibilities

Technical Ownership

• Act 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 assigned

Advanced Technical Support (Tier 1–3) — Windows & Mac

• Provide 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 assigned

Training, Enablement & AI-Enhanced Documentation

• Deliver 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 & Metrics

• Track and analyze support trends:
• Ticket volumes, Subjects, Resolution categories
• Common root causes
• Authentication, SSO and MDM issues
• Darktrace and Mimecast user patterns and education
• Provide weekly and monthly reporting with insights and recommendations.
• Suggest workflow improvements, system consolidations, and end-user enablement opportunities.

Helpdesk Team Leadership & Collaboration

• Serve 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.

QualificationsRequired Skills & Competencies

Technical Skills

• 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.

Soft Skills

• Excellent 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 Mindset

• Embraces 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 Expectations

• Full-time schedule with flexibility for peak hours or maintenance windows. Weekends Required
• Occasional 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 categories
• Quality and completeness of documentation
• Training impact (ticket reduction and user confidence gains)
• Team collaboration and cross-training success
• SLA adherence and responsiveness

Why This Role Matters

Success 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 support
• IT maintains unified standards and strong internal collaboration
• The entire organization benefits from better documentation, training, and modernization

The Technical Lead becomes both a champion and a pillar of the IT Helpdesk team, enabling the bank to move forward with confidence.