Job Description
We are innovators in the fintech industry, passionate about reimagining how banking works. Our award-winning, modern core platform and cloud-based solutions empower financial institutions to modernize and thrive in today's market.
Joining us means becoming part of a dynamic team at the forefront of change. We're looking for creative thinkers who are eager to reduce technical debt and enhance agility for banks and credit unions. Collaboration, integrity, and putting clients first are the values that shape our culture, and we're excited to welcome individuals who share our vision.
Your role here isn't just a career step; it's an opportunity to help shape the future of an industry alongside other driven professionals. We look forward to considering you for this exciting journey.
Work Environment:
We are a remote-first company. Most of our positions, including this one, are fully remote, offering you flexibility while remaining part of a close-knit team. Occasionally, there may be a need to visit client sites or attend meetings in designated locations.
Position Summary:
As a Tier 1 Helpdesk Support professional, you'll play a critical role in providing operational support for both staff and contractors across our Enterprise IT Systems. Day-to-day, you'll be responsible for monitoring systems and responding to issues related to applications, operating systems, and networking. In addition to daily tasks, you'll also contribute to project-based work, collaborating with teams and occasionally managing smaller projects independently.
This role offers the opportunity to interact with professionals from various technical disciplines, including system engineers and network specialists. While this position primarily operates during second-shift hours, there may be times when you'll switch to a day shift for training.
Key Responsibilities:
Track and document all support requests and resolutions using our ticketing system.
Provide technical support via phone, email, or chat, ensuring prompt and efficient service.
Troubleshoot and resolve a variety of IT-related issues.
Perform remote and on-site installations, upgrades, and repairs for both hardware and software.
Assist with managing user accounts, including password resets and access permissions.
Collaborate with fellow IT team members to resolve complex issues.
Offer training and support to end-users on the use of technology and software.
Stay up-to-date with the latest technology trends, software updates, and security protocols.
Follow IT service management best practices, including incident, problem, and change management.
Take initiative and work proactively in a fast-paced environment, managing projects and collaborating with engineers of diverse skill levels.
Maintain a customer-first approach, showing flexibility and sensitivity to client needs.
Required Qualifications:
Proven experience in IT Helpdesk Support or a similar role.
Excellent communication and customer service skills.
Strong technical knowledge of computer hardware, software, operating systems, and networking.
Familiarity with ticketing systems, remote desktop tools, and diagnostic utilities.
Knowledge of IT service management best practices (e.g., ITIL).
Ability to work independently and as part of a team.
Strong problem-solving and analytical skills.
Ability to multitask and prioritize in a fast-paced environment.
Education & Experience Requirements:
Associate or Bachelor's degree in computer science, information technology, or a related field, or 3-5 years of hands-on experience managing both Mac and Windows computers.
Salary & Benefits:
Competitive hourly pay.
Annual cash bonuses and equity options based on role and experience.
100% remote work environment.
Comprehensive 401(k) plan with company match.
Health, Dental, and Vision insurance (with 100% of healthcare and basic dental premiums covered).
Flexible Paid Time Off to support work-life balance.
Employment Type: Full-Time
Salary: $ 35,000.00 83,000.00 Per Year
Job Tags
Hourly pay, Full time, For contractors, Remote job, Flexible hours, Shift work, Afternoon shift,