Technical Support Analyst III in Charlotte, NC
Posted 01/04/23


  • Top 25 U.S. digital financial services company committed to developing award-winning technology and services.
  • Named one of the top three fastest-growing banking brands in the U.S. in 2020.
  • Offers a full suite of products including mortgage lending, personal lending, and a variety of deposit and other banking products (savings, money-market, and checking accounts, certificates of deposit (CDs), and individual retirement accounts (IRAs)), self-directed and investment-advisory services, and capital for equity sponsors and middle-market companies.
  • Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered.
  • Fast paced, highly collaborative, teamwork-oriented environment
  • Make an immediate impact in this high visibility role
  • Ability to drive change within the organization with a focus on advancement in technology and programs
  • Top-notch leadership committed to developing people
Principal Expectations:
  • Serves as a second level of contact for end-user support issues for internal or external end-user support customer issues. Will participate in supporting customers on standard technical issues relating to applications and desktop products, and client services products. Escalates complex issues to higher level staff. Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects.
  • Applies knowledge of company policies and standard practices to resolve problems.
  • Analyzes issues, uses judgment to make decisions. Understands the Impact of Customer Satisfaction. Values the importance of customer satisfaction and understands how one’s actions impact customer satisfaction. Gauges how quality, reliability and timeliness affect the customers work/issues and their perception of ResCap. Communications demonstrate concern/interest in the customers’ problems and needs. Written communications are coherent/accurate. Communicates frequently with the customer about the status of activities. Values others' input and expertise. Willing to learn from others.
  • Promotes team cooperation/supports team decisions even if different from own views. Applies new technical approaches to best resolve customer problems. Considers cost of various business actions or alternatives in determining customer solutions. Understands the customers of the IT organization and demonstrates a clear commitment to their satisfaction. Breaks down a problem into smaller parts.
  • Makes multiple causal links: Several potential causes or events, several consequences of actions, or multiple-part chains of events (A leads to B leads to C leads to D). Analyzes relationships among several parts of a problem or situation.
  • Support the company’s end users and executives, and the candidate must have experience supporting executives in a business professional environment and have Office 365, Active Directory, SCCM, support experience to resolve any end user computing issues coming through the ServiceNow Ticketing System. 
  • Handle troubleshooting of complex issues and may also help to image laptops and deploy/hook up new hire equipment (monitors, docks, etc.).  
Mandatory Skills:
  • Strong knowledge of:
    • Operating systems and utilities, especially Windows 10 & networking; memory structure; cloud computing and SaaS applications; hardware and software interfacing; operational needs regarding data communications; user needs analysis; data storage and security; agency rules/regulations and policies/procedures computer hardware and software; applications and user systems; peripherals; computer assembly.
  • Ability to:
    • Follow through with problem resolution quickly and communicate status throughout resolution cycle; clearly communicate information/ideas to others
    • Assist end users by active listening to understand their problems and quickly identify potential solutions
  • Employee Type: Contract
  • Location: Charlotte, NC
  • Category: Information Technology
  • Date Posted: 01/04/23
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