Senior Help Desk Support (ATM Help Desk Technician)

KellyMitchell Group; Town of Texas (WI); Remote; USD 23,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

Employee-Owned Profit Sharing (ESOP)

401K offered

Job summary

KellyMitchell is seeking a Senior Help Desk Support (ATM Help Desk Technician) for a leading financial services client. This W-2 role is fully remote within the USA with a 2nd shift, nights, and weekends to support 24x7 operations.

You will provide technical phone support to ATM technicians, troubleshoot hardware/software/network issues, coordinate with vendors, monitor emails, and manage escalations in a fast-paced environment.

Qualifications

• 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.

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.

Skills

2+ years experience

Hardware troubleshooting

Software troubleshooting

Networking basics

Communication skills

Multitasking

Education

Associate degree in Computer Science/Tech

Tools

Microsoft Certification

Cisco Certification

Unix/Linux Certification

Job description

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

• 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.