Job Title: ATM Operations L1 Support Analyst (Second Shift)

Location: Charlotte, NC or St. Louis, MO (On-site)

Shift: Thursday – Monday | 12:30 PM – 9:00 PM ET
(Tuesday & Wednesday off)

Pay Range: $20 – $22 per hour

Overview:
We are seeking a detail-oriented and customer-focused ATM Operations Level 1 (L1) Support Analyst to join our production support team. This role is ideal for candidates with strong communication skills, technical troubleshooting abilities, and a background in IT operations or helpdesk support. The role is primarily responsible for ensuring smooth day-to-day operations of the ATM technology platform through real-time monitoring, issue resolution, and proactive support.

Key Responsibilities:

• Monitor ATM networks and applications to identify and respond to operational issues.
• Handle incident, problem, and change management processes for ATM-related events.
• Create and manage incident/enhancement/problem tickets using ticketing systems.
• Perform first-level troubleshooting and root cause analysis of ATM issues.
• Provide effective communication and updates to internal business and technical teams.
• Deliver excellent customer service through phone and system support.
• Participate in operational readiness and post-deployment support activities.
• Document incidents, resolutions, and technical procedures accurately.
• Analyze trends and assist in service reporting and performance analytics.

Experience:

• 1+ year of experience in IT support, helpdesk, or production services.
• Familiarity with incident management and ticketing tools (e.g., ServiceNow, Remedy).
• Strong customer service and communication skills (verbal and written).
• Ability to troubleshoot basic technical and network issues.
• Comfortable working in a fast-paced, high-call-volume environment.
• Proficiency with MS Office Suite and navigating multiple systems.
• Strong analytical thinking and ability to follow defined procedures.
• Flexibility to work non-standard hours, including weekends.

Preferred Qualifications:

• Prior experience with ATM servicing or electronic banking operations.
• Understanding of networking concepts related to ATM functionality.
• Knowledge of root cause analysis methodologies.