Senior Help Desk Engineer

LendKey is solving a complex challenge—to improve lives with lending made simple—by helping financial institutions compete in the digital age and provide a delightful customer experience, while providing borrowers with the simple, transparent, digital borrowing experience they have come to expect and desire. LendKey works with hundreds of credit unions and banks to conduct their education and home improvement loan programs.

As a Senior Help Desk Engineer, you will be responsible for participating as a lead resource for the IT Service & Help Desk for the entire organization. You will be responsible for helping maintain a world class helpdesk function and implementing best practices to ensure the highest level of stakeholder satisfaction and the best technical solutions possible. You will identify opportunities to enhance the end user experience, manage workflow in the ticketing system, and provide escalation support to maximize stakeholder satisfaction. You will also assist with System Admin duties, helping to ensure that system hardware, operating systems, software systems, and related procedures are kept up to date.

What you’ll do:

• Provide advanced technical support and troubleshooting for both Mac and Windows operating systems, software applications, and hardware devices.
• Respond to help desk tickets and support requests in a timely and efficient manner, ensuring all issues are resolved to the satisfaction of end-users.
• Install, configure, and maintain Mac and Windows-based systems, including desktops, laptops, servers, and peripherals.
• Collaborate with IT team members to identify and implement process improvements, system enhancements, and best practices for IT support operations.
• Conduct user training and provide documentation to help users effectively utilize Mac and Windows technologies.
• Assist with the administration of user accounts, permissions, and access controls in accordance with company policies and procedures.
• Participate in on-call rotation and provide after-hours support as needed to ensure the availability and reliability of IT systems.
• Install, configure, and monitor the performance and availability of systems.
• Contribute to IT Help Desk knowledgebase by documenting problem solutions in to How to documents.

What we’re looking for:

· Strong desire to work for a mission-based organization that emphasizes the importance of providing exceptional customer service and adherence to our core values: Truthful at all times; Helpful to teammates, clients, and customers; Present, committed & engaged to their teams and work; Driven to be courageous to make an impact; and Diligent & conscientious in executing every element of work.

Technical/Business Experience

· Bachelor’s Degree in Computer Science, Information Systems, or related field

· 5+ years of experience in a service desk or support center environment; proven management experience

· Excellent analytical skills in how to make the service desk operation more efficient in serving customers and managing its workload Knowledge in IT process automation such as backup and recovery, and deployment

· Proven ability to problem solve in both technical and operational situations; eager to identify solutions

· Experience working with Windows and Mac

· Team management skills

· Understanding of Active Directory, Storage, Systems, Networking and SharePoint a plus

Why work for LendKey?

We have a lot to offer those that are looking to take the next step in their career, including but not limited to:

• Competitive salary
• Bonus structure
• Benefits including medical, dental, vision, and more
• Unlimited PTO
• Stock options
• Creative and transparent company culture
• Growth potential

LendKey is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other basis prohibited by applicable state or federal law. LendKey offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process due to a disability, please let us know at HR@lendkey.com.

About Us

LendKey delivers high-quality consumer loans directly to financial institutions through its digital lending-as-a-service model and indirectly through ALIRO by LendKey, an innovative deal network designed to enable financial institutions to buy, sell and broker loans. The platform delivers the technology, servicing and support that financial institutions need to establish a strong digital presence, acquire loans for their balance sheets, and build lifetime relationships with their partners and consumers. Lenders optimize their offerings by drawing upon LendKey’s fintech platform for demand generation, online decisioning, loan origination, loan servicing, compliance expertise, risk analytics, and proprietary balance sheet options. LendKey currently services more than $2.7 billion in loans and has helped community-capital providers deploy more than $6 billion in loans since 2009. Visit Lendkey.com for more information.