Support Operations End User Computing Engineer I

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Essential Functions

• Second point of contact and backup to Level I Help Desk Support for technology
• Responds to help tickets in a timely manner
• Resolves any end user problems or escalate to the appropriate team member
• Balances responsibilities between support and assigned project work within set deadlines
• Configures new hardware and/or deploys new software as needed
• Satisfies the end users as well as identifying any trends, to prevent future occurrences and prioritizing user requests
• Communicates issues to management and be able to communicate with impacted individuals or groups
• Works on special projects, and function as project team lead when necessary. Able to take charge of project execution including allocation of tasks.
• Develops and maintains installation, configuration and operational procedures
• Works with PC management software to set policies and report on system configurations
• Documents system modifications and new projects
• Adheres to defined change control procedures and is able to work in a fully audited financial services environment using accepted best practices
• Performs other projects and tasks as assigned
  
  

Education And Experience

• Associate’s Degree in an IT-related major required; two (2) years of equivalent and related experience accepted in lieu of required education; advanced degree preferred
• Two (2) years of prior IT-based work experience required
  
  

Summary Of Qualifications

• Solid understanding of Windows-based computer applications and operating systems.
• Knowledge and utilization of the Service Now ticketing system.
• Intune admin experience and deployment skills.
• Familiar with Microsoft 365 installation and support.
• Skilled in a variety of computer hardware and software applications
• Able to troubleshoot technical system issues and devise a resolution
• Strong balance of technical and communication skills.
• A working knowledge of desktop software and troubleshooting
• Microsoft software experience and the ability to learn different business related applications quickly.
• Understanding of computing concepts such as networking, security, different application architectures with a concentration on the client side.
• Innovative problem solver with creative approaches when dealing with a customer
• Focus upon quality and efficiency
• Ability to learn SW and HW configurations quickly while following or creating consistent procedures.
• Experience working in a PCI compliant business environment is a plus.
• An understanding of Virtual Desktops and IGEL thin clients is also a plus.
• Strong communication skills geared towards customer service
• A solid understanding of Microsoft Operating systems and software
• Ability to learn new software configurations for deployment of client software
• Ability to employ best practices to ensure that all systems meet all applicable regulatory compliance and internal security guidelines.
• PowerShell scripting experience is helpful
• Ability to prioritize multiple tasks and to meet appropriate deadlines.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions.
• Willingness and ability to accept additional responsibilities.
• A detail oriented individual who can define new processes while leverage existing
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Ability to compose and analyze simple reports and correspondence
  
  

The salary range for this position, if located in NY Metro/NY State is $64,162 to $71,291. However, please note that the salary range will vary for other geographic areas.

#INDHP

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
  
  

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable laws.