Help Desk Technician


Strategic Staffing Solutions


Strategic Staffing Solutions is currently looking for a Help Desk Technician for a contract opportunity with one of our largest clients!

Job Title: Help Desk Technician

Location(s): Richmond, VA (remote)

Role Type: W2 ONLY

Contract Length: 5 months with the potential for extension/conversion.

How to Apply: send resume and contact information to Corey Rennie, Sourcing Specialist, at

Job Description/Responsibilities:

  • As an ATM Technical Support Agent for the MAC (Moves, Adds, Changes) team, you will be responsible for supporting our ATM hardware installations by providing technical support to ATM Field Service Technicians in an effort to bring-live machines on the scheduled date/time.
  • You will be supporting ATM project managers from a technical support perspective.
  • Answer inbound calls from Field Service Technicians requesting assistance on all bring-live activities
  • Assist Technicians with testing, troubleshooting, analyzing, isolating, and identifying root causes to technical issues and drive to quick resolution to issues
  • Use our proprietary remote management tools to remotely resolve issues at the ATM.
  • Document call information in appropriate databases
  • Keeping ATM project managers up to date on the status of all bring-live activities in a given day & escalate for resolution as needed
  • Participate in after-hours and weekend shift rotations as defined by a predetermined schedule
  • Consult with the MAC team on process documentation to reflect current operational procedures
  • Manage a steady volume of phone calls in a bridgeline environment with a high degree of professionalism
  • Interact effectively with a variety of contacts including construction, armored courier, data network, and OEM technicians
  • Diagnose, troubleshoot, and resolve issues by questioning callers about the issues they are facing in a detailed fashion in order to understand the problem and provide appropriate corrective action
  • Train other staff members on troubleshooting and diagnosing problems
  • Signal anomalies and trends to leadership & escalate in a timely effective manner

Required Qualifications/Experiences:

  • High School Diploma, GED or equivalent certification
  • At least 1 year of experience with Microsoft Office or G Suite
  • At least 1 year experience with servicing and repairing ATMs

Desired Qualifications/Experiences:

  • NCR Certification
  • At least 1 year of ATM related experience
  • Lean, Agile, Six Sigma, BPM or Project management certifications
  • At least one year of experience using agile methodologies

The S3 Difference

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities.  The four pillars of our company are to:

  • Set the bar high for what a company should do
  • Create jobs
  • Offer people an opportunity to succeed and change their station in life
  • Improve the communities where we live and work through volunteering and charitable giving

As an S3 employee, you’re eligible for a full benefits package that may include:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Vacation Package
  • Life & Disability Insurance Plans
  • Flexible Spending Accounts
  • Tuition Reimbursement

Job ID: JOB-206991
Publish Date: 13 Sep 2022

Tagged as: Help Desk Technician