Senior Deskside Support Technician

Customers Bank; New York (NY); On-site; USD 100,000 - 120,000; Full time

Job summary

Customers Bank in New York is seeking a Senior Deskside Support Technician to provide advanced, hands‑on support for senior leaders and high‑visibility meetings, combining troubleshooting with outstanding customer service.

The role includes mentoring technicians, improving support processes, and coordinating with infrastructure and security teams to drive complex resolutions, while embracing AI and new technologies to enhance productivity.

Qualifications

• 5+ years of experience supporting end users in a deskside, desktop support, or enterprise IT environment.
• Advanced knowledge of Microsoft Windows operating systems, including configuration, troubleshooting, and optimization.
• Strong experience with Windows PC imaging and deployment, with the ability to diagnose and resolve imaging, driver, firmware, and hardware issues.
• Advanced experience supporting Microsoft 365 applications and collaboration tools.
• Demonstrated ability to troubleshoot complex hardware, software, A/V, conferencing, and connectivity issues.
• Hands-on experience supporting conference room technologies and collaboration platforms (Teams, Zoom, WebEx).
• Strong working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN connectivity, and remote access troubleshooting.
• Experience with ServiceNow or similar ITSM platform.
• Experience supporting corporate BYOD mobile devices (iOS and Android).
• Excellent communication, discretion, and ability to work with executive leadership.

Responsibilities

• Provide high‑touch, responsive executive support while maintaining standards for the broader staff.
• Diagnose and resolve complex hardware, software, mobile, OS, peripheral, and connectivity issues.
• Anticipate technology needs for executive meetings, presentations, and travel.
• Coordinate with infrastructure, security, and vendor teams to drive complex resolutions.
• Mentor Deskside technicians and improve support documentation and processes.
• Assist with major incidents and communicate effectively with executives.

Skills

Executive deskside support

End-user support

Windows OS troubleshooting

Microsoft 365 apps

Conference room tech

Mentoring

ITSM

Mobile device support

Networking basics

Vendor coordination

Tools

Microsoft Teams

Zoom

WebEx

Remote Desktop

ServiceNow

Active Directory

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.

Salary range: An annual salary range of $100,000 - $120,000 is what we expect to pay for this position, based on overall skills and experience.

Must be legally eligible to work in the United States without sponsorship, now or in the 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 Senior Deskside Support Technician provides advanced, hands‑on technical support with a primary focus on senior and executive leaders, high‑visibility meetings, and complex end‑user technology issues. This role serves as a trusted technical resource who combines strong troubleshooting expertise with exceptional customer service, discretion, urgency, and professionalism.

In addition to executive support, this position acts 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 across the organization.

Executive & Deskside Support

Provide high‑touch, responsive technical support for senior and executive leaders while maintaining appropriate 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 maintain discretion when handling confidential or sensitive information.

Coordinate with infrastructure, application, security, network, and vendor teams to drive complex issues through resolution.

Serve as a technology advocate and trusted resource for end users, including executives, by identifying opportunities to leverage AI and emerging technologies, demonstrating practical use cases, providing hands‑on instruction, and encouraging effective, secure, and responsible adoption.

Conferencing & Collaboration Technology

Provide advanced support for conference rooms, executive meeting spaces, and collaboration technologies, including Microsoft Teams, Zoom, WebEx, cameras, microphones, speakers, displays, control panels, and related A/V equipment.

Perform pre‑meeting technology checks for high‑profile meetings, Town Halls, executive presentations, and hybrid events when required.

Troubleshoot complex audio, video, display, network, and peripheral issues affecting conferencing equipment and meeting experiences.

Coordinate with internal teams and third‑party vendors for conferencing equipment repairs, upgrades, and escalations.

Advanced Incident & Ticket Management

Serve 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 efforts, including executive communications and hands‑on technical support when required.

Team Mentoring & Knowledge Development

Mentor and coach other Deskside Support Technicians on troubleshooting techniques, 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 across the team.

Management & Operational Support

Assist management with day‑to‑day operational coordination, workload prioritization, escalations, and follow‑up on high‑priority support issues.

Provide input on team performance trends, recurring support challenges, technology needs, and opportunities for service improvement.

Assist with IT projects and initiatives 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 as needed.

Coordinate with vendors and third‑party support providers and help validate that technical issues are resolved to expected standards.

Ability to travel occasionally to other company locations as business and support needs require.

Security & Compliance

Adhere to IT security policies, compliance standards, data protection requirements, and established technology controls.

Handle executive and employee information responsibly and maintain confidentiality at all times.

Follow approved processes for access, device configuration, software installation, and escalation of security‑related concerns.

What Do You Need

• 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, with the ability to independently diagnose and resolve 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/ticketing platform.
• Experience supporting corporate‑issued and BYOD mobile devices (iOS and Android), including setup, configuration, troubleshooting, and user assistance.
• Demonstrated 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.
• Preferred: Experience supporting executives, board meetings, Town Halls, or other high‑profile meetings and events.
• Preferred: Experience supporting enterprise conferencing or A/V environments, including room systems, displays, cameras, microphones, speakers, and control devices.
• Preferred: Strong documentation skills, including creating or updating procedures, checklists, troubleshooting guides, and knowledge base articles.
• Preferred: Experience leading or coordinating technical work during hardware refreshes, office moves, OS upgrades, conferencing upgrades, or technology rollouts.
• Preferred: Experience assisting IT management with operational reporting, escalations, workload coordination, service improvement, or project activities.
• Preferred: Familiarity with endpoint management, device imaging, asset management, and standardization initiatives within an enterprise support environment.
• Preferred: Exposure to vendor coordination and third‑party technical support.

Technology Skills

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.
• Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement: At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success.

Step into your future with us! Lets take on tomorrow.

Founded in 2009, Customers Bank is a super‑community bank with $20.3 billion in assets at June 30, 2022. We believe in dedicated personal service for the businesses, professionals and families we work with. We offer banking and loan services across Florida, Illinois, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island and Texas.

Customers Bank is a member of the Federal Reserve System with deposits insured by the Federal Deposit Insurance Corporation.

Customers Bank is an equal opportunity lender. Customers Bank takes pride in delivering extremely high levels of customer service while charging comparatively very low fees; service that makes our clients say, Wow.

Customers Bank, with its headquarters located in Malvern, Pennsylvania, is a subsidiary of Customers Bancorp, Inc., a bank holding company. The voting common shares of Customers Bancorp, Inc. are listed on the New York Stock Exchange under the symbol CUBI.