Helpdesk Support III
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Overview
Job Description
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.
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