Technology Support Associate II

THE OPPORTUNITY:

The Technology Support Associate II position is responsible for escalation support for FFN employee’s using advanced technical techniques. This position requires a high level understanding of technologies to help preform ticket triage for Freedom Financial Network. To be proficient in this role you will need to have a deep knowledge of technology, the Service Desk industry, Incident, Request and Problem management processes. Come join an elite team where you can enjoy a collaborative atmosphere, where creativity and talent excels as we help thousands of clients every day!

The schedule for this position will be Friday through Monday with anticipated hours of 5:00 AM to 4:00 PM.

THE ROLE:

Daily Responsibilities

• Ability to perform all technical duties of the Service Desk and Technology Support Analyst 1 roles
• Able to assist with technical phone support and ticket creation when necessary
• Provide escalation/support
• Provide desktop support for end-users for all approved applications and hardware platforms
• Manage escalated Incidents Requests
• Required to respond to after-hours/emergency support requests as needed
• Install approved 3rd party and internally developed applications
• Troubleshoot network connectivity for devices connected to the network (computers, MFP’s and mobile devices)
• Escalate potential issues to the Principal Analyst when necessary
• Build internal technical trainings to assist with mentoring the other Service Desk roles
• Create Knowledgebase articles
• Other duties as assigned

REQUIREMENTS/CHARACTERISTICS:

Requirements

• High School diploma or GED completed
• Minimum of 2+ years’ experience IT Support in a fast paced environment
• Strong troubleshooting mindset and problem solving skills
• Deep knowledge of Windows operation systems
• Strong documentation and follow-through skills
• Have a thorough knowledge of Active Direction Users and Computers
• Must have strong verbal and written communication skills and a passion for servicing customers
• Strong Microsoft Windows Desktop Operating System platform knowledge
• Ability to follow documented procedures and develop new procedures and documents
• Excellent interpersonal, verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
• Encourages fellow team members to make innovative contributions and embrace new ideas.
• Proactively seeks opportunities to broaden and deepen knowledgebase and proficiencies.
• Shares acquired skills with team members through formal and informal channels.
• Working knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to prioritize and meet deadlines
• Proficient knowledge of DNS, DHCP, TCP and other foundational computer services
• Strong understanding of network printing and accessories
• Able to communicate fluently in English
• Understand the Service Management Process
• Ability to adhere to business SLAs
• At least three relevant IT Industry related certifications or experience: Microsoft MCP’s, CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA ITF+, ServiceNOW Fundamentals (CSA)

Preferred Skills and Abilities

• Strong analytical abilities
• Strong customer service skills
• Positive and proactive attitude
• Ability to empower the Service Desk to be self-motivated
• Relevant IT Industry related certifications or experience: ITIL 4 Foundation, CompTIA Security +, CompTIA Network+, CompTIA A+, Microsoft Fundamentals

ABOUT US:

Freedom Financial Network is a leading digital personal finance company, built to help people. We do what traditional banks don’t: Put people first. We believe in treating people like humans, not account numbers. We help everyday people get on, and stay on, the path to a brighter financial future, with innovative technology and personalized support at every step. We help people control expenses, manage debt, save money, plan ahead, and make better financial decisions. By leveraging our proprietary data and analytics and artificial intelligence we offer solutions tailored for each step of a consumer's financial journey, including personal loans, home equity loans, help with debt, and even financial tools and education.

With 2,400 employees across California, Arizona and Texas, we have served more than 1 million customers, resolved more than $15 billion in consumer debt and originated $6.5 billion in loans over the course of our 20 years in business.

Driven by our core values, we’re passionate about supporting our communities and proudly awarded over $500,000 in grants distributed by the Freedom Foundation Fund and the Freedom Family Fund in 2021. We believe in a culture led by diversity, equity, and inclusion, and encourage our employees to bring their full selves to work every day. Our diversity-focused Employee Resource Groups (ERGs) are open to all, whether a member of the ERG community or an ally of the group and we are a member of the Fintech Racial Equity Coalition to address and improve inequality in the fintech industry.

And finally, we take great pride in our achievements. This year we topped the list of Best Place to Work by the Phoenix Business Journal, were a top 100 Corporate Philanthropist by the San Francisco Business Times, a 2021 Most Admired Company and a Tech Company with the Best Company Culture by BestCompaniesAz, a 2021 Top Work Places winner by AZcentral and a BuiltIn Best Places to Work winner, to name a few.

WHY JOIN THE FREEDOM FAMILY?

• Fast, continued growth – there’s a lot of opportunity for advancement
• Voted a Best Place to Work multiple times by our employees, most recently #1 in Phoenix!
• Benefits start within 30 days
• 401k with employer match
• 2 weeks’ paid vacation (increased with tenure)
• 9 paid holidays & 5 sick days
• Paid time off for volunteer work and on your birthday

#dice