Technology Associate

Grameen America•New York, NY

About The Position

Grameen America Inc (GAI) is seeking a Technology Associate to support the lending operations and company headquarters. The chosen candidate will assist our Technology and Innovation team with computer operations, equipment repair/installation, helpdesk support, user support (hardware/software), data management, and process innovation. This role will actively collaborate with the technology team to assess systems, equipment, and processes to ensure that they are fit for purpose. With the assistance of GAI’s 3 rd party vendors, you will help ensure the smooth functioning and security of technology infrastructure, monitor and maintain software and equipment, and execute best microfinance technology practices. This position currently reports to the VP, Technology and Innovation.

Requirements

Must be highly committed to Grameen America’s mission and highly motivated towards success.
Prior experience with customer facing services and remote assistance highly desired.
Willingness to learn and apply technical details is required; background in IT or Computer Science a plus.
Proficiency in English and Spanish is required.
Problem-solving self-starter and quick learner; passion for helping others and finding solutions to their “pain points.”
Knowledge of MS office suite, strong Excel capability; basic knowledge of computer hardware and software systems.
Excellent analytical skills; proven teamwork and communication skills (written and oral) in English and Spanish.
Must be willing to travel to Grameen America branches throughout the United States when safe to do so.
Note: Hours for this position are 7AM-3PM EST or 11AM-7PM EST (8AM-4PM PST), with occasional after-hours or weekends.

Responsibilities

Administer user accounts, equipment, and software tools.
Monitor, coordinate, assist and train others in the operation of computer hardware, software, and peripherals.
Listen carefully to staff and customers, acting as the Technology Department’s ‘eyes and ears.’
Analyze user feedback and incorporate user recommendations/priorities into the technology roadmap.
Perform a broad range of customer assistance assignments using available diagnostic tools.
Select and apply procedures correctly; escalate problems/risks appropriately, following established protocol.
Assess and provide suggestions for equipment, software and process needs.
Work closely with Grameen America’s 3 rd Party Managed IT Services Provider (MSP) to troubleshoot issues.
Document processes, policies, and procedures; execute existing ones in accordance with established protocols.
Coordinate with core banking, transaction, and other technology partners on day-to-day systems management.
Test programs and features, and assist with complex technical projects.
Coordinate with colleagues to resolve multi-layer problems; contribute to team goals by accomplishing duties as required.
Learn and support best practice, processes, and standards for effectively carrying out technology infrastructure projects.