ATM Help Desk Technician

Location:
Remote 

Schedule:
Monday-Friday 

Type:
W2 Contract 

Duration:
Long term on going 

Pay Rate:
$30 an hour with Benefits! 

ATM Help Desk Technician (2nd Shift & Weekends)

Technical Operations Center – Technician Support

Position Overview

We are seeking an ATM Help Desk Technician to support our Technical Operations Center by providing technical assistance to ATM Field Service Technicians and helping maintain a highly available ATM production environment. This role is critical to ensuring the reliability, performance, and uptime of a large fleet of ATMs operating in a 24x7x365 environment.

Key Responsibilities

• Provide phone-based technical support to ATM Field Service Technicians.
• Troubleshoot and resolve ATM issues involving:
  • Hardware
  • Software
  • Network connectivity
  • ATM services and applications
• Diagnose ATM performance issues and determine appropriate resolutions.
• Support first-time issue resolution while minimizing ATM downtime.
• Monitor and manage escalated incidents through resolution and closure.
• Serve as a liaison between internal teams, Vendor Account Managers, and third-party support providers.
• Provide basic technical troubleshooting and ask effective probing questions to gather information from technicians and vendors.
• Manage multiple systems and applications simultaneously in a fast-paced environment.
• Monitor shared email inboxes and ensure timely responses within established Service Level Agreements (SLAs).
• Prepare and distribute internal and external reports, updates, and status communications.
• Follow up on open escalations to ensure accurate handling, documentation, and closure.
• Deliver high-quality customer service while maintaining productivity standards.

Required Qualifications

One of the following is required:

• Associate's Degree in Computer Science, Information Technology, or a related technical field; or
• Technical certifications such as:
  • Microsoft Certifications
  • Cisco Certifications
  • Linux/Unix Certifications
  • ITIL Foundations
  • CompTIA Certifications; or
• Minimum of 1 year of relevant technical support, help desk, or similar experience.

Preferred Skills & Experience

• Experience troubleshooting software, hardware, and network-related issues.
• Ability to understand ATM operational states and accurately diagnose problems.
• Strong analytical and problem-solving skills.
• Experience working in a technical support, help desk, service desk, or operations environment.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Comfortable working with confidential and sensitive information.

Soft Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Ability to work effectively with technicians, vendors, and internal stakeholders.
• Strong attention to detail and organizational skills.
• Ability to remain calm and effective in a high-volume, fast-paced environment.

Work Schedule

• 2nd Shift
• Weekends required
• Must be available to work nights, weekends, and other non-standard hours as needed to support a 24x7x365 operation.

Ideal Candidate

The ideal candidate will have experience in IT Help Desk, Service Desk, Technical Support, ATM Support, NOC Operations, or Field Service Support, with strong troubleshooting abilities, excellent communication skills, and a customer-focused approach to resolving technical issues quickly and efficiently.

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