Cash Automation Engineer

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 27 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union's sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union's commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend's vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2025) and Training MVP Awards (2015-2025).

We seek a skilled and experienced Cash Automation (ITM, ATM and Cash Recyclers) Engineer to join our team. The ideal candidate will possess strong analytical and problem-solving skills and demonstrate the ability to work independently and collaboratively within a team. This role is designed for individuals passionate about cash automation technology and with a proven track record in IT support and project management.

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Provide technical support and maintenance for cash automation systems, including ATMs and ITMs.
• Assist in maintaining inventory of cash automation equipment and supplies.
• Provide excellent customer service and support to end users of cash automation systems (ITM, ATM and Cash Recyclers).
• Perform routine maintenance and updates on cash automation systems and software (ITM, ATM and Cash Recyclers).
• Troubleshoot and resolve hardware, software, and network issues related to cash automation (ITM, ATM and Cash Recyclers) promptly and efficiently.
• Assist with setting up, configuring, and deploying new cash automation systems (ITM, ATM and Cash Recyclers).
• Support vendor partnerships. (NCR, Hyosung, Ellsworth)
• Work with 3rd parties such as Ellsworth and Loomis to ensure maintenance and service levels are met
• Maintain accurate records of support requests and resolutions in the help desk ticketing system.
• Collaborate with senior IT staff and project managers to escalate and resolve complex issues.
• Participate in IT projects and initiatives related to cash automation as needed.
• Research solutions through internal and external knowledgebase as needed.
• Escalate incidents with accurate documentation to suitable technician or vendor when required
• Assist in software releases and rollouts according to change management best practices
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents
• Must have the ability to learn new software and hardware packages and adapt to changes in technology
• Ability to research a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to troubleshoot user issues and use all available tools to attempt to resolve all user issues
• Read all internal publications, including HUB and Possibilities.
• Perform all other duties as required or assigned.

Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The organization reserves the right to modify, add, or remove duties at any time, with or without notice, to meet business needs.

Education

• Bachelor's Degree Information Technology or Computer Science or equivalent Technical Training is preferred or
• Associate's Degree Information Technology or Computer Science or equivalent Technical Training is required
• Intermediate level certification such as Microsoft Certified Solutions Associate

Work Experience

• 5-8 years Desktop Engineering is preferred
• 3-5 years related work experience in a large enterprise environment is required
• 3-5 years information technology supporting enterprise Windows desktop environment is required
• 1-3 years of experience supporting ITMs, ATMs, Cash Dispensers is required

Knowledge, Skills, and Abilities

• Excellent analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Must be a self-starter and be able to use own judgment to undertake activities with minimal supervision.
• Must be able to lift and carry boxes containing computer components, printer paper, etc.
• Hours may be unpredictable because of unforeseen problems arising, updates, etc.
• 5-8 years of experience in information technology supporting enterprise Windows desktop environment.
• Knowledge of PC hardware, ITMs, ATMs, and remote tools to support remote end users.
• Working knowledge and experience with ITIL foundation processes
• Regular, reliable attendance.

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Ascend Federal Credit Union is an Equal Opportunity Employer.