Senior Technology Associate

Grameen America•New York, NY

1d•Hybrid

About The Position

Grameen America Inc. is seeking a Technology Associate to support lending operations and the company headquarters. The role assists the Technology team with computer operations, equipment repair and installation, helpdesk and user support for hardware and software, data management, and process innovation. Working with the Technology team and third-party vendors, the associate helps assess systems, equipment, and processes; maintain the security and smooth operation of technology infrastructure; and apply technology practices suited to microfinance operations. The position is also the primary provider of high-touch, on-site audiovisual concierge support for the Midtown Manhattan headquarters. The role reports directly to the Technical Support Manager. It is hybrid, requiring at least one day per week at the Manhattan headquarters, with additional in-office attendance as business needs dictate. The schedule is 9 a.m.–5 p.m. Eastern, with after-hours or weekend work as required. Applicants must reside in one of New York City’s five boroughs and have reasonable subway access to Midtown Manhattan. The role includes quarterly staff meetings in New York City and travel to Grameen America branches throughout the United States as required. Travel and lodging for quarterly meetings are at the employee’s expense. Grameen America is a nonprofit microfinance organization that provides low-income women entrepreneurs with affordable capital, credit development, asset-building, education, and peer support. The organization was founded in 2008 and reports having invested in more than 220,000 women entrepreneurs.

Requirements

At least 3 years of endpoint customer service support experience.
Experience providing white-glove audiovisual concierge support.
Commitment to Grameen America’s mission and motivation toward success.
Willingness to learn and apply technical details.
Proficiency in English and Spanish.
Problem-solving ability, initiative, and a passion for helping others find solutions to their pain points.
Knowledge of Microsoft Office, strong Excel capability, and basic knowledge of computer hardware and software systems.
Excellent analytical skills and demonstrated teamwork and written and oral communication skills in English and Spanish.
Must reside within one of New York City’s five boroughs and have reasonable subway access to Midtown Manhattan.
Must be legally authorized to work in the United States; visa sponsorship is not provided.

Nice To Haves

Project experience on small to medium customer-facing projects.
Experience supporting Azure, Entra, or Microsoft 365 environments.
Background in IT or Computer Science.

Responsibilities

Administer user accounts, equipment, and software tools.
Monitor, coordinate, assist, and train employees in operating computer hardware, software, and peripherals.
Listen to staff and customers and act as the Technology Department’s point of observation for user needs and issues.
Analyze user feedback and incorporate recommendations and priorities into the technology roadmap.
Provide customer assistance using available diagnostic tools; apply procedures correctly and escalate problems or risks according to established protocols.
Assess equipment, software, and process needs and provide suggestions.
Work with Grameen America’s third-party Managed IT Services Provider to troubleshoot issues.
Document processes, policies, and procedures, and follow established protocols.
Coordinate day-to-day systems management with core banking, transaction, and other technology partners.
Test programs and features and assist with complex technical projects.
Coordinate with colleagues to resolve multi-layer problems and contribute to team goals.
Learn and support best practices, processes, and standards for technology infrastructure projects.
Assist management, as appropriate, with mentoring and guiding fellow Technology Associates using knowledge of Grameen’s technology stack and related support experience.
Lead assigned facets of technology projects where applicable.
Assist management with user communications, strategic planning, and value-added initiatives where appropriate.
Support Zoom Rooms and audiovisual systems at Grameen headquarters through regular site visits.
Perform other related duties as assigned.
Attend quarterly staff meetings in New York City and travel to branches throughout the United States as required.