Deskside Support Technician

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.

This position is required to be ONSITE Monday through Thursday with Friday remote.

Must be eligible to work in the U.S. without requiring sponsorship now or in the future.

Salary range : An annual salary range of [$63,000 - $76,000] is what we expect to pay for this position, based on overall skills and experience.

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 Deskside Support Technician with White Glove Executive Support is responsible for assisting both onsite and remote teams while delivering premium, personalized IT services to executives and senior leadership. This role provides hands-on technical support to ensure seamless operations for all end users, with a strong focus on high-priority, confidential, and executive-level support.

What do you need?

• 1-3 years supporting end users in a help desk or deskside support environment
• Deliver personalized IT support for executives, including hardware, software, network, and mobile device issues, with urgency and discretion.
• Perform proactive maintenance on executive devices to ensure security, performance, and software currency.
• Support executive meetings and events by setting up and troubleshooting AV equipment, conferencing tools, and remote access.
• Provide after-hours and on-call support as needed to promptly address executive technology needs.
• Diagnose and resolve complex technical issues for both executives and general users, escalating as appropriate.
• Act as the escalation point for unresolved or critical incidents, ensuring swift problem resolution, especially for executives.
• Monitor and manage the help desk ticketing queue, ensuring proper escalation, documentation, and closure of incidents for both general users and executives.
• Serve as the primary point of contact between IT and executives, ensuring transparent and efficient communication on issue status, resolutions, and system changes.
• Document procedures and solutions clearly for both internal use and executive reference. Provide regular updates to executives and users, translating technical details into clear, non-technical
• Deliver training and onboarding for executives and end users, including tailored technology orientation for new hires.
• Onboard new hires by conducting orientation, handling technical setup, and providing user training to ensure a smooth transition.
• Ensure that all executive support interactions are handled with the highest level of confidentiality and security, protecting sensitive information.
• Lead coordination of major incidents impacting executives, collaborating with IT teams to ensure minimal disruption and rapid recovery.
• Exceptional communication skills; ability to translate technical information into non-technical language, especially for executive stakeholders.
• High level of discretion and professionalism in handling executive issues.
• Strong attention to detail, with a focus on process efficiency and customer satisfaction.
• Ability to work under pressure, independently or in a team, and adaptable to changing priorities.

Technology Skills :

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! Let's take on tomorrow.