We are seeking a Help Desk/ IT Technician to join our team! This person will provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Tracks and monitors the problem to insure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within the banking and technical field. Assists in managing vendor relations in the supply and facilities areas.
Work at Exadel - Who We Are:
Since 1998, Exadel has been engineering its products and custom software for clients of all sizes. Headquartered in Walnut Creek, California, Exadel has 2,800+ employees in development centers across America, Europe, and Asia. People drive Exadel’s success and are at the core of our values.
Exadel Financial Services is the financial arm of our organization, specializing in banking, capital markets strategy and technology consulting. Exadel is committed to service excellence and being a great place to work.
Requirements
- Must be located in Miami, FL and willing to commute to our local office.
- Ability to absorb and retain information quickly.
- Good communication skills and ability to work well in a team.
- Spanish and/or Portuguese is an asset
- Keen attention to detail, including proficiency in clear and understandable ticket documentation.
- Extensive knowledge of Microsoft products (Windows 10/11, Office 365, Teams, etc)
- Proficiency with IOS devices (iPhones, iPads, MACs)
- Flexibility to work a variety of shifts with minimal notice.
- Experience in banking systems such as Jack Henry, Swift, Fedlink and Assist are desired but not required.
- Proven experience as a help desk technician or other customer support role with a minimum of two (2) years related experience required.
- High school diploma/GED, technical certification or experience in computer technology or related field.
- Comp TIA (A+, Net+, Sec+) preferred.
- MCP (Microsoft Certified Professional)
Responsibilities
- This includes receiving, prioritizing, documenting and actively resolving end user help requests and incidents, as well as escalating tickets when appropriate to maintain SLA expectations.
- Escalate problem (when required) to the appropriate level (Sys Admin, Infrastructure, Dev Ops)
- Assist with onboarding of new users.
- Serve as the first contact with customers who need technical assistance via the phone, email and in person.
- Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
- Shows users basic computer functions and procedures such as how to use email, basic word processing, and other applications.
- Educates users on security policy when violations are found in their PC. These policy violations are to be reported to the CISO.
- Works closely with the Systems & Network staff to ensure that all user needs are met in a timely manner.
- Actively promotes adherence to Bradesco Bank’s End-User computing policies.
- Reports urgent problems to the IT Department Managers.
- Keep inventory of all equipment, software, and license users.
Employee Benefits
- US: 401K matching, extensive health, dental, vision plan
