Senior Help Desk Technician (ATM Support)

Location: Remote; second-shift operations with availability for nights and weekends as needed

Pay rate: $25 per hour, W2 only

Company

hirify.global provides staffing services for technical roles.

What you will do

• Provide technical phone support to ATM field service technicians.
• Troubleshoot ATM hardware, software, services, and network connectivity issues.
• Diagnose system failures and drive first-time and sustainable issue resolution.
• Coordinate escalated issues with internal teams, vendor account managers, and external vendors.
• Monitor email inboxes, manage escalations, and provide SLA-based responses and closure updates.
• Prepare internal and external reports and status updates while working across multiple systems.

Requirements

• At least one year of experience in help desk, technical support, IT support, or a similar technical role.
• Experience troubleshooting hardware, software, services, or network-related issues.
• Strong technical troubleshooting, problem-solving, communication, prioritization, and time-management skills.
• Ability to diagnose issues by gathering information and asking effective probing questions.
• Ability to work with multiple systems and applications simultaneously in a fast-paced, high-availability production environment.
• Associate’s degree in Computer Science, Information Technology, or a related discipline; relevant certification or equivalent professional experience.

Nice to have

• Experience supporting ATMs, financial technology, payment systems, or other high-availability production technology.
• Experience supporting field service technicians and troubleshooting ATM software.
• Experience working with Service Level Agreements and coordinating technical escalations.
• Microsoft, Cisco, Unix/Linux, ITIL Foundation, or CompTIA certifications or related experience.

Culture & Benefits

• Six-month project assignment.
• W2 employment arrangement.
• Support for 24x7x365 high-availability operations.
• Night and weekend availability is required as needed.