Help Desk Technician

Job Description We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS? Work Schedule NOTE: This role is 5 days onsite supporting our Banking client in Fairfield, CA. Hours are Tuesday, Wednesday, Thursday, and Sat 7:00 A.M. – 3:30 P.M. – Fridays are 10:00 A.M. – 6:30 P.M. About the Team FIS’ Systematics Account Team supporting our client works onsite with our client providing technology support services for key areas supporting their business objectives. Our team is comprised of both tenured FIS senior level subject matter experts and experts that are relatively new to the FIS family. Our team works closely with each other and with our client partners without the classic vendor/client barriers. We are one team working towards successfully achieving common business goals. Responsibilities This is a helpdesk position that is responsible for supporting WestAmerica branches, back office, and the network/system admin teams. The three-person team works in a raised floor area of a data center and works to ensure coverage during branch business hours. You will build essential technical skills in a Windows operating environment. Field customer calls and provide hands‑on support using direct and remote support skills. Continuously monitor and control status and performance of online network systems. Support 800‑900 users. Work with technicians involved with proper maintenance and operation of telecommunications systems and equipment. Identify network problems, isolate root causes, and initiate corrective action. Escalate unresolved problems based on severity criteria and track problem trends. Maintain status and incident logs of all network component failures. Track change‑control activities by verifying modifications to the network have not impacted user availability or performance. Determine priority of action and additional resources required based on severity of service interruption. Provide technical analysis to all clients to isolate issues and develop strategies to restore or activate services. Interact with field engineers, core engineers and transmission and RF staff regarding ongoing network activities. Interface with Technical Support, Customer Service and Product Support teams to resolve problems in a timely manner. May communicate with clients to provide quick and accurate problem determination / update. Ascertains compliance with security, safety and environmental guidelines. Generate reports on network performance, trouble‑shooting results and routine maintenance of network elements. Update departmental documentation and databases. Participate in disaster recovery testing and actual recoveries for local and remote locations. May be required to provide on‑call support. Other related duties assigned as needed. Qualifications Proficient with MS Office (i.e., Word & Outlook). Basic knowledge of computer networking and WAN (Cisco Routers, Frame Relay) and Local Area Network (LAN) environments. Knowledge of various PC and host applications. Strong understanding of front end processor equipment and various patch and cabling equipment. Excellent verbal and written communication skills to technical and non‑technical audiences of various levels in the organization, e.g., executive, management, individual contributors. Willingly shares relevant technical and/or industry knowledge and expertise to other resources. Excellent decision‑making, problem‑solving, team and time management skills. High degree of human and customer relations skills. Ability to utilize appropriate diagnostic tools to aid in troubleshooting procedures. Ability to set priorities and multi‑task complex issues. Ability to work with vendor personnel to resolve problems and issues on behalf of the client or the company. Ability to provide timely responses and accurate problem analysis information to users at all levels. Resourceful and proactive in gathering information and sharing ideas. Ability to estimate work effort for project sub‑plans or small projects and ensure the project is successfully completed. Capability to work some holidays and weekends as needed. Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience. Additional Preferred Experience Bank ATM monitoring and repair experience would be desirable. Printer configuration knowledge is beneficial. PC and thin client terminal and installation knowledge (Windows 10). Benefits A voice in the future of fintech. Always‑on learning and development. Collaborative work environment. Opportunities to give back. Competitive salary and benefits. EEO Statement FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis. #J-18808-Ljbffr