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Wilmington, North Carolina, United States
Onsite
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
Responsibilities:
Provide responsive technical assistance to stakeholders via phone, remote, and face-to-face interactions, helping users resolve issues and enhance technical capabilities.
Assist in triaging and responding to tickets in global IT Help Desk queue, monitoring internal support channels and handling walk-up requests.
Prioritize support requests based on risk and impact to stakeholders, following established procedures and service level agreements.
Troubleshoot and resolve issues across hardware solutions including Mac/PC systems, mobile devices, office printers, audiovisual systems, and video conferencing equipment.
Support software troubleshooting for operating systems, productivity applications, collaboration tools, and enterprise SaaS platforms.
Assist with user account provisioning and access management following established security procedures and identity management protocols.
Document technical issues, resolutions, and procedures in knowledge base to support team efficiency and user self-service.
Participate in new employee onboarding by setting up hardware, configuring software, and providing initial technical orientation.
Monitor system alerts and notifications, escalating issues to appropriate IT teams when specialized expertise is required.
Collaborate with IT team members on support activities, seeking mentorship to develop technical skills and problem-solving capabilities.
Stay current with IT support best practices and emerging technologies through self-directed learning and participation in training programs.
Maintain professional demeanor and customer service excellence while managing multiple concurrent support requests in fast-paced environment.
Leverage advanced technologies including AI/ML and intelligent automation to optimize infrastructure operations, predict system issues, and enhance decision-making capabilities.
Qualifications:
Required
Undergraduate degree in Computer Science, Information Technology, or related field or relevant IT support experience or equivalent combination of education and experience
Foundational knowledge of computer hardware, operating systems (Windows, macOS), and common software applications
Basic understanding of networking concepts, user account management, and IT security principles
Strong customer service orientation with excellent interpersonal skills and professional demeanor
Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
Strong problem-solving skills with logical, systematic approach to troubleshooting
Detail-oriented with ability to document issues clearly and follow established procedures accurately
Ability to work collaboratively in team environment and seek guidance appropriately from senior team members
Strong organizational skills with ability to manage multiple support requests and prioritize effectively
Willingness to learn new technologies and adapt to changing business requirements in fast-paced environment
Commitment to maintaining confidentiality and security when handling user data and system access
Passion for technology and delivering exceptional customer service to internal stakeholders
Desired
IT support certifications (CompTIA A+, Microsoft, Apple, or similar)
Experience with IT service management tools and ticketing systems
If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.
The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting, which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge, skills, abilities, proficiencies, experience, education, licensures/certifications, as well as business and organizational needs. nCino reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process, as base salary is only one component of the total compensation package per position posted.
The base salary range for this job is:
$22.90 - $35.50nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at recruiting@ncino.com.
Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.