Job Details

*local to Richmond, VA is necessary; first 3 weeks involves onsite support training (8:00AM - 5:00PM EST) at West Creek...working remotely is an option afterwards*

*3:00PM to 12:00AM EST shift...Saturdays and Sundays are required, 2 weekdays allowed off

*rate flexibility (up to +10%)*

*POSSIBILITY (no guarantee) to extend*

*no possibility to convert*

*Manager anticipates holiday furlough exemptions*

TM Help Desk Technician (2nd shift & weekends) to join Technical Operations Center - Technician Support.

Responsibilities:
Supporting our production fleet by providing technical support to ATM Field Service Technicians and driving high-availability for 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:
ssociate's Degree in a Computer Science or Technology discipline; or
Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or
Equivalent work experience (e.g., at least 1 year in similar role) required.
Must possess good interpersonal skills and is able to work well with end users.
Excellent written and oral communication skills.
ble to handle confidential matters judiciously.
Good time management skills and able to prioritize.
Must be able to work nights and weekends as needed.
bility to understand the current state of ATMs to fully diagnose problems for resolution
ct as a liaison between internal bank team members, Vendor Account Managers and other vendor personnel to help resolve escalated customer 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
bility 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

EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."