Role Overview

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
Advanced technical support and troubleshooting for desktops/laptops (Windows 11), peripherals, printers, LAN/connectivity, and enterprise software applications
Strong hands‑on experience supporting business applications with an understanding of core business processes
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)
Experience performing deployment and support tasks, including application installations, mobile operating system support, and collaboration tools such as Zoom
Demonstrated ability to serve as a senior escalation resource, coordinate daily Field Support operations, manage workload balancing, and lead technical response for major incidents
Strong problem‑solving skills with the ability to analyze and resolve complex technical issues efficiently
Proven collaboration and communication skills, with the ability to establish and maintain effective working relationships across all levels of the organization
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
Ability to travel to branch and office locations for deployments, installations, and on‑site support; physical ability to lift and move IT equipment.

Tech Stack

ITSM

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

Provident Bank

Open Positions (1)

Engineering

Lead Field Support Technician