Associate, Help Desk Support

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

As a member of the US Service Desk, you will be responsible to provide outstanding technology end user support in a fast-paced and changing environment.  You will be troubleshooting and resolving issues for CIBC employees on technology tools used to do their jobs; these tools range from applications, services, remote connections, upgrades or any other technology related issue they may have. 

• The Technology Support Associate is responsible for providing and managing complex and escalated support for technology products and applications.   

• You will be expected to take corrective action or escalate issues, review ticket notes from the Service Desk Associates supporting an unresolved issue or request and design next steps toward resolution, monitor key issues and alert if incidents appear to be a larger issue, and take ownership of Service Desk engagement in changes in compliance with established controls, standards, policies, and procedures. 

• The role works with multiple technical areas to perform a broad variety of assignments, employing a diverse skillset to provide level two technology product and application support that meets end user needs. 

• The Technology Support Associate works closely with others to achieve synergies and accomplish common goals, documenting technology support steps for knowledge management and taking corrective actions that meet defined completion and delivery times. 

• The role is often required to interpret ticket information, policies, standards, and requirements to meet work objectives, such as monitoring and escalating major incidents and maintaining appropriate system and application access rights. You’re flexible to work alternate schedules if required including evening or weekend hours, or special times for system changes. 

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days may be remote.

Hours of operation would be 8-5 pm CST, as needed until 7 pm CST.

How you'll succeed

• ​Manage End User Interactions – Contact end users to further understand their issue or needs, advise them on solutions, and provide a resolution that is tested and complete. Communicate clearly and calibrate language for non-technical understanding when necessary. Use your knowledge from ticket notes, experience, or engage other support teams if needed.

• Remain Up-To-Date on Support Changes -