Senior Helpdesk Agent

The Senior IS Client Support Specialist delivers advanced, high-touch technical support across multiple service channels while exemplifying the Bank’s highest standards of customer service, professionalism, discretion, and communication. This role demonstrates excellent service ownership and serves as a trusted support partner for business users, senior executives, Board members, and external parties, such as Bank customers, vendors, and partners. In addition to resolving complex support issues, this role provides day-to-day leadership support by guiding peers, reinforcing established service standards, and supporting operational continuity when supervisory staff are unavailable.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Provides advanced technical support across email, telephone, in-person, and remote service channels, resolving complex, high-impact, or sensitive incidents and service requests with minimal supervision.
2. Serves as a primary support resource for senior executives, Board members, and other high-visibility users, demonstrating exceptional professionalism, discretion, urgency, and communication.
3. Provides professional, customer-focused technical support to external parties, including Bank customers, vendors, and partners, when issues intersect with internal systems, access, or Bank-supported technology services.
4. Acts as an escalation resource, assisting with complex troubleshooting, customer communications, and coordination with technical teams.
5. Supports day-to-day service desk operations when supervisory staff are unavailable by assisting with workload coordination, issue triage, prioritization guidance, and reinforcement of established service standards and procedures.
6. Participates in after-hours call rotation to support and resolve urgent issues during non-business hours.
7. Maintains ownership of high-profile or sensitive support cases, ensuring consistent communication, appropriate escalation, and alignment with Bank policies, security controls, and service expectations.
8. Applies advanced judgment to balance customer service needs with security, compliance, and risk considerations, escalating when ambiguity, exceptions, or elevated risk is identified.
9. Communicates technical issues, risks, and resolution progress clearly and appropriately to diverse audiences, including executives, Board members, customers, and external partners.
10. Identifies recurring issues, service trends, and operational risks, proactively communicating observations and recommendations to supervisors and technical partners.
11. Leads by example in documentation quality, contributing to the creation, review, and improvement of knowledge base articles, standard operating procedures, and service desk documentation.
12. Provides informal coaching and guidance to team members to support skill development, service consistency, and professional growth, without formal supervisory authority.
13. Collaborates closely with infrastructure, application, security, vendor, and business teams to support resolution of complex issues and service interruptions.
14. Performs work in alignment with established service level, quality, and customer satisfaction expectations, with particular focus on high-impact, high-visibility service delivery.
15. Minimal travel required.
16. Performs other duties as assigned.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree, technical certification, or equivalent combination of education and experience, required.
• Demonstrated experience supporting senior executives, high-visibility users, or external customers in a professional or regulated environment, required.
• 4–7 years of progressive experience in IT support, service desk, desktop support, or customer-facing technical service roles, required.
• Prior experience within financial services, banking, or other regulated industries, strongly preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Advanced working knowledge of end-user computing environments, including operating systems, productivity tools, hardware, peripherals, and enterprise business applications.
• Demonstrated ability to troubleshoot complex technical issues, synthesize information across systems, and guide effective resolution or escalation.
• Strong understanding of service desk operations, prioritization models, escalation practices, and service quality expectations in a regulated environment.
• Strong awareness of information security principles, access controls, and compliance considerations, with the ability to apply judgment in customer-facing and high-risk situations.
• Exceptional verbal and written communication skills, with the ability to engage confidently, professionally, and appropriately with executives, Board members, customers, and external partners.
• Demonstrated professionalism, discretion, and composure in high-pressure, sensitive, or high-visibility situations.
• Ability to guide peers, provide informal coaching, and reinforce service standards without formal supervisory authority.
• Strong organizational skills and attention to detail, with the ability to manage multiple high-priority and high-impact issues simultaneously.
• Demonstrated initiative in identifying service improvements and contributing to the evolution of service desk practices and customer experience.
• Commitment to accountability, service excellence, and representing the Bank positively in all internal and external interactions.