Systems Engineer I – Help Desk – ATM

Job Description

About the Role

Title: Systems Engineer I – Help Desk – ATM

Location: RI-Providence

Job Description: Description

Hybrid role – Location : Johnston RI

Thursday to Monday – 10 AM – 7 PM Shift.

The ATM Help Desk Analyst is responsible for daily operational delivery and support for the Consumer ATM Operations and Compliance team, specifically the Citizens ATM Help Desk.

This is an exciting opportunity to work with a dedicated and outstanding team of colleagues and have a direct impact on the experiences of customers using the Citizens ATM Channel.

The ATM Help Desk Analyst will be accountable for monitoring the Citizens ATM network using online monitoring and remote diagnostics applications. The candidate will work with a team to react to discovered or reported ATM faults. They will attempt to resolve with available online tools and branch personnel (where applicable) and then escalate to service vendors and Citizens’ management if needed. Clear documentation of problems and resolutions is also required.

Primary responsibilities include:

+ Monitor ATM network via online monitoring application

+ Dispatch vendors as needed to ensure network availability

+ Documentation of all actions and escalations within the monitoring application

+ Strict adherence to policies and procedures

+ Analyst will be manned in to the “ATM Helpdesk” call queue and will be taking incoming calls and making outbound calls through the day in addition to other functions listed

+ Analyst will monitor emails for ATM trouble reports and act accordingly

+ Analyst will be responsible for sending various reports through the day depending on shift (ex 24 hour report)

Qualifications:

+ 1-2 years of IT or Business Operations Support Experience

+ 1-2 years relevant experience together with preference for some higher education for entry level

+ 4-6 years of related experience for highly skilled with an AS degree or equivalent training

Education:

+ High School or Equivalent (GED) required

+ Associate Degree in Technology or Business preferred

Hours & Work Schedule:

Hours per week: 40

Work Schedule*:

Thursday-Monday: 10am to 7pm

*Hours subject to change

Pay Transparency

The salary range for this position is $ 27.96 – $ 41.94 per hour plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.