• Job Description

  Req#: SRITS002165

  Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions.

  Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 16.2M users.

  Position Overview:

  The Sr. IT Support Technician role will be responsible for providing advanced technical support and guidance to end-users and ensuring the smooth operation of the organization’s IT systems. This role involves a combination of troubleshooting complex issues, supporting the day to day operations of the business, and contributing to the overall IT strategy.

  Be prepared to learn new skills each day, tackle emerging technologies and solve challenges. If working in a dynamic environment supporting a variety of systems and expanding your skill set are all things that you find exciting--this could be a great fit! This Contractor role will be for 3 months on-site at our Plano, TX headquarter location with a possibility of extending and or permanent hire.

  Key Responsibilities & Duties:

  • Provide high-level technical assistance to resolve complex IT issues, including hardware, software, network, and security problems
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process and provide accurate information on IT products or services
  • Oversee and perform system maintenance tasks such as software updates and patches to uphold defined company compliance and security standards
  • Provision/decommission equipment and accounts when employees join or leave the organization
  • Record events and problems and their resolution in appropriate systems
  • Maintain accurate information regarding the status and assignments of all assets in the Asset Management system
  • Escalate issues to appropriate teams according to internal procedures and provide documentation of any actions taken
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on processes/procedures
  • Other duties as assigned

  Qualifications:

  • 5+ years of experience in the IT industry
  • Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience
  • Strong technical background and hands-on experience supporting modern Operating Systems (Windows 11 and macOS)
  • Experience working in help desk ticketing / issue management systems with defined workflows, change management procedures, approval processes
  • Advanced skills in administering core enterprise systems and user access provisioning (email, VoIP, AD, etc)
  • Exceptional interpersonal and communication skills, with a customer-centric approach to problem-solving
  • Ability to work in a fast-paced environment, adapt to new technologies, and learn quickly
  • Solid understanding of virtualized environments various network technologies including DNS, DHCP, and IP addressing
  • Ability to lift or move items weighing up to 25 pounds

  Desired Skills:

  • Advanced G Suite management experience
  • Azure cloud experience
  • Advanced MDM exposure (Intune, Jamf, MobileIron, etc.)
  • Extensive experience with JIRA ticket management and reporting

  Cool Things to Know

  Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401k with employer match, and more.
  Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

  Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

  The Important Stuff

  Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

  #LI-REMOTE

• About the company

  The Alkami Digital Banking Platform enables banks and credit unions to grow confidently and compete with Megabanks and Fintechs.

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