Helpdesk Support III

Full-Time – Weekends Required | Pleasant Grove, Utah | IT Department Position SummaryCCBank 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 macOSDocument 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 Sys Admin 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 , 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 Skills3–5+ years of IT support experience (banking/mortgage industry preferred).Strong proficiency in Windows OS and macOS.

Experience with AD, Entra , 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…