Senior ATM/ITM Specialist

Description

• This position will have a flexible hybrid work schedule. In office presence at our HQ in Rockville is required 3-4 times a week.
  
  

We are looking for more than just an employee, we are looking for a true team member dedicated to enhancing the member experience! Come join the credit union movement and Discover Banking With Heart at NIHFCU!

Be a part of our team where commitment to members with exceptional service and banking solutions that enhances their lives is our mission. If helping people and making a difference appeals to you, this is the place for you!

At NIHFCU, one of our core values is investing in our employees, which is why we offer perks like these:

• Benefit Package for all Full time employees includes health, dental, vision, Life insurance benefits
• 401(K) and profit sharing
• Tuition Reimbursement
• Career Advancement and development
• Credit Union Membership with discounted services and products
  
  

About

Learn how our NIHFCU team thrives—not only in making a difference for the members they serve, but for themselves! Want to know more about NIHFCU’s “Banking with Heart” career opportunities? #NIHFCUCareers #BestCreditUnions:

https://www.nihfcu.org/about/careers/

General Summary

The Senior ATM/ITM Specialist is responsible for the support, maintenance, and optimization of the organization’s ATM and ITM network. This role performs complex analysis to support system enhancements, implementations, and ongoing operational improvements aligned with business needs. Ensures high availability, performance, and security of the ATM/ITM fleet by proactively monitoring systems, troubleshooting issues, and coordinating with internal teams and external vendors. This role also provides second-level technical support, supports projects and system upgrades, and contributes to continuous improvement initiatives to enhance service delivery and customer experience.

Major Duties & Responsibilities

Technical & System Operations & Support:

• Maintain stable day-to-day operations of the ATM/ITM network, ensuring maximum uptime and performance. Manage ticket submissions, tracking, and resolution to minimize service disruptions.
• Monitor system activity, identify trends, and recommend improvements to enhance availability and efficiency.
• Provide second-level help desk support for ATM/ITM hardware, software, and network-related issues. Perform limited hardware repairs and preventive maintenance as needed
• Troubleshoot complex or recurring issues and escalate to vendors or internal teams as appropriate.
• Participating in on-call rotation, including after-hours and weekend support.
• Oversee ATM/ITM software patches, upgrades, and system configurations (e.g., Network Manager Option settings).
• Support video teller software and related ITM technologies.
• Maintain system documentation, procedures, and escalation protocols.
• Familiarity with networking concepts (TCP/IP, connectivity troubleshooting)
• Act as liaison between vendors (e.g., NCR Corporation), IT, branch operations, and other stakeholders.
• Build and maintain strong vendor relationships to improve service quality and response times.
• Manage equipment orders, inventory, and vendor performance.
  
  

Projects & Implementation

• Support ATM/ITM installations, de-installations, conversions, and upgrades.
• Assist in planning and executing projects related to ATM/ITM systems and enhancements.
• Conduct system testing in both lab and production environments to validate performance and functionality. Support and maintain the ITM lab environment for testing and pilot programs.
  
  

Reporting & Analysis

• Review daily ATM activity, including inactivity reports, non-dispense events, and recurring issues.
• Generate and distribute daily, weekly, and monthly performance reports (e.g., uptime, downtime, incident trends).
• Analyze system data to identify operational improvements and reduce service disruptions
• Provide reporting support for cash settlement discrepancies and general ledger balancing
  
  

Compliance & Training

• Provide training and technical guidance to internal staff, branch personnel, and service vendors.
• Maintain up-to-date reference materials and troubleshooting documentation.
• Stay current on ATM/ITM technologies, industry trends, and best practices.
• Understanding of regulatory expectations applicable to credit unions or other.
• regulated financial institutions (e.g., NCUA, FFIEC, GLBA).
• Promoting a strong service culture, ensuring internal and external member needs are met with urgency and professionalism.
  
  

Requirements

Education & Experience:

• An associate’s or bachelor’s degree in information technology, Computer Science, Business Administration, Finance, or a related field is preferred. Equivalent professional experience (2–5 years in ATM/ITM or banking technology) may be considered as a substitute for formal education.
• Minimum 2 years of experience supporting ATMs/ITMs, banking technology, or IT/field service operations is required. Must possess hands-on expertise with ATM hardware and software familiarity with ATM monitoring tools such as NCR APTRA Vision or comparable products, and advanced troubleshooting capabilities involving networks, dispensers, and card readers. Experience coordinating with vendors, managing service tickets, and proficiency in TCP/IP networking, Windows systems, and remote support technologies are essential. Additional experience in patch management and software deployment is desirable.
• Prior experience in a financial institution or credit union is beneficial. Knowledge of ATM security protocols (PCI, ADA compliance, EMV), cash management and balancing procedures, and experience with ATM installation, decommissioning, and upgrades will be valued. Familiarity with ITM (Interactive Teller Machine) environments and basic scripting or automation skills (e.g., PowerShell) are advantageous.
• Relevant certifications such as CompTIA A or Network , ITIL Foundation, and vendor-specific credentials (e.g., NCR, Diebold) are highly regarded.
• requires the ability to travel to branch and ATM locations as necessary. A valid driver’s license is mandatory.
  
  

Salary Ranges: $30.50/hr.-$38.12/hr. Nonexempt position.

• Please note that the pay range listed represents the earning potential for this position and is only a general guideline that may be modified in the future. NIHFCU considers factors such as (but is not limited to) the scope and responsibilities of the position, the candidate’s applicable work and educational experience, the candidate’s certifications if required, and critical skills, as well as market and business considerations, including budgetary constraints and internal equity, when extending an offer.
  
  

NIHFCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law