ITM Services Support I

About the role

The ITM Services Support I/II position plays a crucial role in maintaining and enhancing the Interactive Teller Machine (ITM) systems across the organization. This position ensures optimal member experience through day-to-day operations, system integrations, vendor management, and continuous improvement of digital tools.

Responsibilities

• Provide first-level technical support for ITM systems using an industry-standard ticketing system.
• Deliver both on-site and remote support, coordinating with internal teams and third-party vendors to resolve issues and maintain system performance.
• Serve as the primary liaison with ITM vendors, managing installations, upgrades, maintenance, and issue resolution.
• Maintain and monitor ITM system performance and availability to ensure optimal uptime, usability, and a positive member experience.
• Track, manage, and maintain ITM assets, including hardware, software, and licensing inventories.
• Develop and maintain ITM documentation, procedures, and support resources.
• Manage and communicate operational issues, including system, security, and cash-related concerns, ensuring timely resolution.
• Participate on a Project Management team, supporting initiatives related to ITM installations, relocations, and decommissions, including planning and execution for new branch deployments.
• Provide training and onboarding support for Technology Services staff to enhance ITM support capabilities.
• Collaborate with the Technology Services team to support service continuity and issue resolution across the Infrastructure & Operations function.
• Travel locally on a regular, weekly basis to support ITM operations and service needs.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of relevant IT support experience, preferably in a financial institution setting.
• Strong understanding of ITM systems, including hardware, software, and network infrastructure.
• Excellent problem-solving skills and ability to troubleshoot complex technical issues.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to work independently and as part of a team.
• Knowledge of ITM systems, including hardware, software, and network infrastructure.
• Experience with ITM system integrations, vendor management, and project management.

Skills

• Technical proficiency in ITM systems and related technologies.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Attention to detail and ability to handle multiple tasks simultaneously.

Benefits

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid-time-off
• 12 paid holidays
• Annual bonus (discretionary bonus based on achievement of organizational scorecard results)
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

Pay

• $X per hour

Schedule

• Full-time position
• Monday-Friday 8:00am - 5:00pm