What are the responsibilities and job description for the IT Help Desk 9Contract) (On-Site: Plano) position at Alkami?
Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions. Alkami’s Mobile App Platform has been certified by J.D. Power for providing clients with “An Outstanding Mobile Banking Platform Experience.”
Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 19.5M users.
As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.
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The IT Help Desk role will be responsible for providing technical support and guidance to end-users and ensuring the smooth operation of the organization’s IT systems. This role involves a combination of troubleshooting complex issues, supporting the day to day operations of the business, and contributing to the overall IT strategy.Glassdoor
and Linkedin
!Be prepared to learn new skills each day, tackle emerging technologies and solve challenges. If working in a dynamic environment supporting a variety of systems and expanding your skill set are all things that you find exciting-this could be a great fit!
Key Responsibilities & Duties:
- Serve as a point of contact for employees seeking technical assistance in person or over the phone
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process and provide accurate information on IT products and services
- Patch/remediate devices to uphold defined company compliance and security standards
- Provision/decommission equipment and accounts when employees leave or join the company
- Record events and problems and their resolution in appropriate systems
- Maintain accurate information regarding the status and assignments of all assets in the Asset
- Management system
- Escalate issues to appropriate teams according to internal procedures and provide documentation of any actions taken
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
Qualifications:
- 2 years experience working in help desk ticketing systems
- Strong organizational skills
- Hands-on experience supporting modern operating systems (Windows 11 / macOS)
- Demonstrated understanding of administering core enterprise systems and user access provisioning (Email, VoIP, AD, etc)
- Familiarity with concepts of virtualized environments, cloud computing, and various network technologies including DNS, DHCP, and IP addressing
- Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
- Strong analytical and time management skills, with a proven ability to deliver value independently
- Ability to demonstrate clear & confident communication skills both written and verbal
- Ability to handle multiple requests/projects simultaneously and prioritize
- Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customer
- Ability to work a hybrid schedule to provide support to our on-site customers
- Ability to lift or move items weighing up to 25 pounds
Desired Skills:
- Bachelor’s degree in technology, computer science or related field
- Advanced system administration and permission management
- Experience with Jira ticket management and reporting
- Basic MDM exposure (Intune, Jamf, MobileIron)
Cool Things to Know
Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.
Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.
Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.
Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.
The Important Stuff
Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.
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J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.
