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Senior Help Desk Support (ATM Help Desk Technician)
Business Professional
Texas, Texas, 73301
Contract
Ref.: 143270
Job Summary
Our client, a leading financial services provider, is seeking a Senior Help Desk Support (ATM Help Desk Technician) to join their team.
This position is W-2 only. We do not work with third-party firms or C2C arrangements for this role.
Core Responsibilities
Required Skills/Experience (Must-Haves)
Preferred Skills/Experience (Nice-to-Haves)
Key Competencies & Behaviors
Work Environment
Compensation & Benefits
About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.
Marketing Disclosure
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at kellymitchell.com.
[143270]
Our client, a leading financial services provider, is seeking a Senior Help Desk Support (ATM Help Desk Technician) to join their team.
This position is W-2 only. We do not work with third-party firms or C2C arrangements for this role.
Core Responsibilities
- Provide technical phone support to ATM Field Service Technicians to drive high-availability and first-time resolution for the production fleet.
- Troubleshoot and diagnose complex hardware, software, services, and network failures using established ATM processes.
- Act as a key liaison between internal team members, Vendor Account Managers, and external service personnel to resolve escalated issues.
- Monitor multiple email inboxes simultaneously, ensuring accurate, precise, and timely responses within established Service Level Agreements (SLAs).
- Manage open escalations through proactive follow-up to ensure smooth handling and accurate ticket closure.
- Handle internal and external operational reports, system updates, and data management in a fast-paced environment.
Required Skills/Experience (Must-Haves)
- 2+ years of experience in a technical help desk, IT support, or similar technical role
- Proven ability to troubleshoot hardware, software, and basic networking issues
- Flexibility to work 2nd shift, nights, and weekends to support a 24x7x365 high-availability environment
- Experience navigating and operating multiple computer systems or software applications simultaneously
- Excellent oral and written communication skills to effectively support remote technicians and compose precise email responses
- Strong basic troubleshooting acumen, including the ability to ask probing questions to diagnose problems
Preferred Skills/Experience (Nice-to-Haves)
- Associate’s Degree in Computer Science, Technology, or a related discipline
- Technical Certification in Microsoft, Cisco, or Unix/Linux Technologies
- CompTIA certifications (A+, Network+, or Security+)
- ITIL Foundations framework certification or understanding of ITIL processes
- Prior experience specifically supporting ATM fleets or banking hardware/software
- Experience managing vendor relationships or escalating tickets to external account managers
Key Competencies & Behaviors
- Time Management & Prioritization
- Interpersonal & Customer Focus
- Discretion & Judgement
- Problem Solving
Work Environment
- Location: USA
- Work Arrangement: Fully Remote (Must align with 2nd shift and weekend schedules)
Compensation & Benefits
- Pay Range: The approximate pay range for this position is $17.00 and $25.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
- Medical, Dental, & Vision Insurance Plans
- Employee-Owned Profit Sharing (ESOP)
- 401K offered
About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.
Marketing Disclosure
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at kellymitchell.com.
[143270]
