The safety and wellbeing of our customers and employees is our top priority. Most of our Corporate office operates remotely as we continue to closely monitor COVID-19 updates at the national and local levels (some positions may operate on-site). Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits. Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!

The IT Support Analyst is responsible for supporting advanced technical issues for 350 Corporate Staff, at both on-site and corporate office locations. The IT Analyst will maintain user lifecycle, perform hardware/software installations, perform troubleshooting, and improve IT systems/processes.

Major Responsibilities

• Tier 1-3 corporate technical support via phone, email, and ticketing system submissions.
• Provide outstanding customer service to corporate staff.
• Troubleshoot a wide array of hardware and software related technical issues.
• Respond to emergency situations as needed and properly follow escalation paths.
• Prepare written materials (e.g. procedures, system level documentation, reports, memos, letters, etc.) for the purpose of documenting activities, providing written reference, and/or conveying information.
• Consult with IT Management and other departments as needed.
• Workstation lifecycle maintenance through inventory tracking and controls.
• User lifecycle maintenance (e.g. account creation/removal, unlock/reset, licensing, etc.)
• Install, configure, and replace hardware (e.g. printers, scanners, workstations, phones, etc.).
• Install, configure, and replace a wide array of software systems.
• Identify reoccurring support trends and produce Knowledgebase documentation to address them.
• Resolve service requests via ticketed submissions within established service level agreements.
• Package, ship, and track all shipments to and from remote office locations.
• Collaborate with Information Security and Infrastructure teams to ensure all systems are compliant with Payment Card Industry Data Security Standards.
• Perform other duties or special projects as assigned by management

Key Competencies

• Proactive thought process and communication.
• Critical thinking and analytical troubleshooting.
• Aptitude and desire to learn new technologies.
• Strong organization and note taking skills.
• Strong verbal/written communication, time management, phone etiquette, and conflict resolution skills.

Minimal Qualifications

• Bachelor’s Degree or 4 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services.
• Experience with Exchange, Active Directory is required.
• Experience installing printers, including print server management, is required.
• Strong knowledge and experience with desktop software Microsoft Office, Outlook, Excel, Word, Adobe Acrobat Reader, and other software is required.
• Accredited technical certifications are preferred.
• Microsoft Operating System experience is required.
• Experience with IBM AS/400 systems is preferred.
• Strong problem-solving skillsets are required.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs.

Position Type/Expected Hours of Work
This is a hybrid on site/remote full-time position. This position requires the employee to work on-site as needed. For other times, the employee must have a home office location, free from distractions. Days and hours of work vary depending on business needs and range between 6:30am - 7:00pm central. This position regularly requires working on weekends, on-call shifts, and/or holidays.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in some work environments can be moderate.

Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

EEO Statement
ACE Cash Express provides Equal Employment Opportunity (EEOC) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Location: Irving, Texas

Job Type: Full-time

Work Location: In person