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 .
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