Help Desk Support

Help Desk Support

Location: Remote in EST hours Duration: 6+ months (possible extension and conversion) Pay Range: $25-27/hr on W2 without benefits

We are seeking a dedicated and skilled individual to join our Technical Operations Center as an ATM Help Desk Technician. This role requires working the 2nd shift and weekends, providing crucial support to our production fleet of ATMs.

Required Skills & Qualifications:

• Associate's Degree in a Computer Science or Technology discipline
• Technical Certification in Client, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTIA, or equivalent work experience (e.g., at least 1 year in a similar role)
• Good interpersonal skills and ability to work well with end users
• Excellent written and oral communication skills
• Able to handle confidential matters judiciously
• Must have previous client experience working for this customer in the past 5 years
• Good time management skills and able to prioritize
• Must be able to work nights and weekends as needed
• Ability to understand the current state of ATMs to fully diagnose problems for resolution
• Ability to troubleshoot ATM software related issues
• Experience acting as a liaison between internal team members, Vendor Account Managers, and other vendor personnel to help resolve escalated customer issues

Day-to-Day Responsibilities:

• Provide technical support to ATM Field Service Technicians and drive high-availability for fleet of ATMs
• Provide technical phone support for service technicians, as well as process control and management to drive first-time resolution and sustainable ATM performance in a 24x7x365 high availability production environment
• Troubleshoot issues and failures related to hardware, software, services, and network through established ATM processes
• Provide efficient productivity and superior quality service while working in a fast-paced environment
• Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
• Ability to work multiple systems simultaneously
• Handle internal/external reports and status updates
• Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements
• Follow-up on open escalations to ensure smooth handling and accurate closure

Company Benefits & Culture:

• Comprehensive benefits package including health, dental, and vision insurance
• Opportunities for professional development and career advancement
• A supportive and collaborative work environment