ATM Help Desk Technician (2nd Shift & Weekends)

Overview

Remote

On Site

USD0 - USD0

Contract - W2

Skills

ATM

Help

Desk

Technician

2nd

Shift

Weekends

Job Details

Job Title: ATM Help Desk Technician (2nd Shift & Weekends)

Location: Remote, Virginia, USA
Duration: 5 Months Contract
Schedule: 2nd Shift + Weekends (24x7x365 Support Environment)
Position Overview:

We are seeking a proactive and technically skilled ATM Help Desk Technician to join the Technical Operations Center Technician Support team. In this role, you will play a key part in driving ATM availability by supporting a nationwide fleet of ATMs and field service technicians in a fast-paced, high-availability 24x7x365 environment.

This is a second shift position with weekend coverage required. Ideal for individuals who thrive in technical support environments, can work independently, and are committed to operational excellence.

Key Responsibilities:

Provide technical phone support to field service technicians performing onsite ATM repairs.
Troubleshoot and resolve hardware, software, networking, and service-related issues using established tools and processes.
Monitor ATM performance and escalate critical outages or issues as needed.
Act as a liaison between Capital One internal teams, vendor account managers, and field service vendors to resolve escalated issues.
Provide first-contact resolution when possible and document all support activity clearly and accurately.
Monitor shared mailboxes and respond to inquiries and issues within defined SLAs.
Utilize multiple systems and tools simultaneously to support troubleshooting and real-time updates.
Create and maintain accurate reports and operational documentation as required.
Follow up on open escalations and unresolved technical issues to ensure timely and complete resolution.

Qualifications:

Required:

Associate s Degree in Computer Science, Information Technology, or related technical field;
OR Technical Certifications (Microsoft, Cisco, Unix/Linux, ITIL Foundations, CompTIA);
OR 1+ year of relevant technical support experience in a help desk or operations center.
Excellent verbal and written communication skills, including customer service over the phone.
Strong troubleshooting and diagnostic skills with the ability to ask the right probing questions.
Proficient in multitasking and prioritizing in a fast-paced, time-sensitive environment.
Must be comfortable working nights and weekends, including holidays, as part of a rotational schedule.
Familiarity with ATM or kiosk-related technologies is a plus.

Preferred:

Experience supporting banking technologies or ATM systems.
Prior exposure to vendor management or escalation workflows.
Familiarity with ITSM ticketing systems and remote support tools.

Soft Skills:

Strong organizational and time management skills.
Proven ability to work independently with minimal supervision.
Detail-oriented with a commitment to accuracy and quality.
Comfortable with confidential data handling and working under pressure.

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