Helpdesk Support III

Full-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.

Required 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.