Senior IT Helpdesk Lead: Windows/macOS & AI-Driven Support

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

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.