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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:
Respond to escalated IT support requests, independently analyzing and troubleshooting complex issues across hardware, software, and network domains.
Break down multi-faceted technical problems, identify dependencies across systems and teams, and implement solutions with minimal supervision.
Manage and prioritize global IT Help Desk queue, assessing ticket risk and impact to determine appropriate routing and response timing.
Troubleshoot complex hardware issues including Mac/PC systems, mobile devices, and audiovisual equipment requiring advanced diagnostic skills.
Resolve advanced software configuration problems across operating systems, productivity suites, collaboration platforms, and enterprise applications.
Manage user account lifecycle including provisioning, access changes, and de-provisioning across multiple systems following security protocols.
Document troubleshooting processes and resolutions in IT knowledge base to support team learning and reduce future ticket volume.
Lead new employee onboarding technology setup, ensuring smooth provisioning of hardware, software, and system access.
Collaborate with specialized IT teams (Infrastructure, Security, Applications) on complex issues requiring cross-functional expertise.
Provide informal mentoring to junior IT specialist by sharing troubleshooting techniques, best practices, and technical knowledge.
Participate in IT projects and initiatives, contributing technical expertise and supporting implementation of new technologies or processes.
Stay current with emerging technologies, support tools, and IT best practices through continuous learning and professional development.
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 with 2+ years of IT support experience or equivalent combination of education and experience
Proven ability to independently troubleshoot and resolve complex technical issues across multiple technology domains
Strong knowledge of Windows and macOS operating systems with advanced troubleshooting capabilities
Experience with enterprise applications, productivity tools, and collaboration platforms used in corporate environments
Understanding of networking fundamentals, user account management, and IT security best practices
Experience with IT service management tools and ticketing systems for managing support workflows
Excellent customer service skills with ability to communicate technical information clearly to non-technical audiences
Strong analytical and problem-solving skills with systematic approach to diagnosing complex issues
Ability to mentor junior team members and share knowledge effectively
Strong organizational skills with ability to manage multiple concurrent support requests and projects
Professional communication skills for interacting with users at all organizational levels
Commitment to continuous improvement and staying current with technology trends
Desired
Multiple IT certifications (CompTIA A+, Network+, Microsoft, Apple, or similar)
Experience with mobile device management platforms and enterprise deployment tools
ITIL Foundation certification or knowledge of IT service management frameworks
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:
$25.20 - $40.30nCino 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.