Help Desk Support Technician (McLean)

Job Title: Help Desk Support - Sr

Location: Remote

Duration: 6 Months

Job Description: ATM Help Desk Technician (2nd shift & weekends) to join the Technical Operations Center – Technician Support.

Responsibilities:

Supporting our production fleet by providing technical support to ATM Field Service Technicians and driving high availability for the fleet of ATMs.

Providing technical phone support for service technicians, as well as process control and management that will drive first-time resolution and sustainable ATM performance in a 24x7x365 high availability production environment

Through established ATM processes, the candidate will be required to troubleshoot issues and failures related to hardware, software, services, and network.

The ideal candidate will have:

Associate’s Degree in a Computer Science or Technology discipline; or

Equivalent work experience (e.g., at least 1 year in a similar role) required.

Must possess good interpersonal skills and be able to work well with end users.

Excellent written and oral communication skills.

Able to handle confidential matters judiciously.

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

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

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