Provide advanced technical support, both remotely and onsite, for the deployment, installation, monitoring, and troubleshooting of hardware, software, and applications supported by the Field Support & End User Computing team.
Serve as a primary escalation point for Field Support Technicians and Senior Field Support Technicians, assisting in the resolution of complex technical issues and major incidents.
Assist in coordinating daily operational activities of the Field Support team, including incident response, service requests, deployments, and support coverage, to ensure efficient service delivery.
Support end‑to‑end hardware and software asset lifecycle management, including imaging, deployment, asset reclamation, decommissioning, and disposal, in accordance with organizational standards and asset management procedures.
Provide mentorship, technical guidance, and knowledge sharing to Field Support Technicians while promoting best practices in troubleshooting, documentation, and customer service delivery.

Requirements

High School Diploma or GED required; bachelor’s degree in information technology or information systems preferred
5–7 years of progressive experience in desktop support, field support, or end‑user computing within an enterprise environment, including lead level responsibilities
Advanced technical support and troubleshooting for desktops/laptops (Windows 11), peripherals, printers, LAN/connectivity, and enterprise software applications
Intermediate proficiency within the Microsoft ecosystem, including Active Directory, Microsoft 365 / Office 365 administration, and Microsoft Office
Experience supporting endpoint management platforms
Experience working within IT service management platforms and structured incident, request, and escalation workflows
Working knowledge of security and access controls, including antivirus solutions, single sign-on (SSO), and multi‑factor authentication (MFA)
Strong problem‑solving skills with the ability to analyze and resolve complex technical issues efficiently
Proven collaboration and communication skills.
Strong organizational, prioritization, and work‑management skills, with the ability to manage multiple support requests and project tasks simultaneously
Demonstrated leadership capability, including mentoring and coaching junior and senior team members and promoting technical and service best practices.
Must possess a valid driver’s license and maintain a driving record that meets company insurance and safety standards; use of a company vehicle is contingent upon satisfactory motor vehicle record review.

Benefits

Team members accrue paid time-off (PTO)
Holiday (PTO)
Eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
Flexible and Health Savings Accounts
401(k) Retirement Plan
Disability Insurance
Employee Assistance Program
Basic Life Insurance
Company sponsored Tuition Disbursement and Loan Repayment programs
Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

advanced technical supporttroubleshootingdesktop supportfield supportend-user computingWindows 11Microsoft 365Active Directoryendpoint managementsecurity and access controls

Soft Skills

problem-solvingcollaborationcommunicationorganizational skillsprioritizationwork-managementleadershipmentoringcoachingcustomer service

Certifications

High School DiplomaGEDBachelor's degree in information technologyBachelor's degree in information systems