Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing-each solution can stand alone, but together they deliver more-to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.

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). We're building a culture where each Alkamist can perform to their highest potential, and we're always on the lookout for the best and brightest minds. If you're ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S.

As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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This hybrid position will provide technical support for the day to day operations of the business, research and diagnose problems, and interact with customers to resolve their issues.
Essential Duties & Responsibilities

• Serve as a point of contact for employees seeking technical assistance
• 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 and services
• Patch/remediate devices to uphold defined company compliance and security standards
• Provision/decommission equipment and accounts when employees leave or join the company
• Interprets system behaviors to identify appropriate resolutions for recurring issues
• Maintain accurate information of all assets in the Asset Management system
• Escalate issues to appropriate teams according to internal procedures
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Provide guidance and support to the L1 troubleshooting team by assisting with complex technical inquiries and reviewing escalated issues
• Maintain and update team documentation and standard operating procedures to ensure efficient knowledge sharing
• Integrate AI tooling into core team processes to enhance efficiency and automation.

Recommended Experience & Education

• Minimum of 2 years of related experience; or an advanced degree without experience
• Education Level Certificate or degree for systems or network administrator from a 2 year technical training program or equivalent work experience

Knowledge, Skills, & Qualifications
Required

• 2+ years experience working in help desk ticketing systems
• Proven experience configuring and troubleshooting both Mac and Windows environments.
• Understand how to effectively prompt AI tools to find answers and work efficiently
• Familiarity with managing, updating, and actioning tickets inside Jira projects.
• Experience handling multi-factor authentication resets, password management, and provisioning new mobile devices.
• Experience handling day-to-day identity and access administration.
• Hands-on experience supporting modern operating systems (Windows 11 / macOS)
• Demonstrated understanding of administering core enterprise systems and user access provisioning (Email, VoIP, AD, etc)
• Foundational knowledge of endpoint network troubleshooting (VPN, DNS, DHCP)
• Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
• Strong analytical and time management skills, with a proven ability to deliver value independently
• Ability to demonstrate clear & confident communication skills both written and verbal
• Ability to handle multiple requests/projects simultaneously and prioritize
• Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customer
• Ability to work a hybrid schedule to provide support to our on-site customers

Preferred

• Bachelor's degree in technology, computer science or related field
• Advanced system administration and permission management
• Experience with Jira ticket management and reporting
• Basic understanding how to connect enterprise tools to AI systems via API keys
• Basic MDM exposure (Intune, Jamf, MobileIron)

Physical Demands

• Ability to lift a minimum of 5 pound to a maximum of 25 pounds unassisted
• Ability to stand, sit, stoop, walk, stretch, reach, and use full range of body motions
• Manual dexterity as required for specific equipment

The salary range for this position is: $51,168 - $76,752

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, 401(k) 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.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

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.

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