Job Description

Title: Senior Technology Associate

Salary Range: $70,000/yr.-$73,000/yr Commensurate with experience

Location Requirement: Must reside within one of New York City’s five boroughs and have reasonable subway access to Midtown Manhattan.

Work Schedule: 9AM-5PM EST, with after-hours or weekends as required

On-Site: This is a hybrid position requiring a minimum of one day per week in the Manhattan headquarters office, with additional in-office attendance as business needs dictate.

About Grameen America:

Grameen America is a nonprofit microfinance organization dedicated to helping low-income women entrepreneurs build businesses to enable upward financial mobility. We envision an inclusive society in which all entrepreneurs, regardless of gender, race or income, have access to fair and affordable financial services. We provide affordable capital, credit development, asset-building, education and peer support to enable our members to boost their business income, create jobs and transform communities.

Founded by Nobel Peace Prize laureate Muhammad Yunus in 2008, Grameen America is now the fastest growing nonprofit microfinance organization in the U.S., having achieved tremendous milestones in its first 16 years of operations, investing in more than 220,000 women entrepreneurs while demonstrating measurable impact. Our members have repaid their loans at a rate of over 99% and have become economic drivers in their communities. For more information, please visit grameenamerica.org.

Role Overview:

Grameen America Inc (GAI) is seeking a Technology Associate to support the lending operations and the company headquarters. The Technology Associate is responsible for assisting the Technology team with computer operations, equipment repair/installation, helpdesk support, user support (hardware/software), data management, and process innovation. Working closely with the technology team, the Technology Associate 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 3rd party vendors, the Technology Associate 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 also serves as the primary provider of high touch on-site “white glove” audiovisual (AV) concierge support as required for the headquarters office in Midtown Manhattan. The Technology Associate reports directly to the Technical Support Manager.

Responsibilities:

• Administer user accounts, equipment, and software tools.
• Monitor, coordinate, assist and train employees 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 3rd Party Managed IT ServicesProvider (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, 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.
• Utilize understanding of Grameen technologies stack, customer success experience, and related support experience to assist management with mentoring and guiding fellow Technology Associates in their daily activities as appropriate.
• Take the lead on all assigned facets of Technologies projects where applicable.
• Assist management with user communications, strategic planning, and value add initiatives where appropriate.
• Support Zoom Rooms and AV at Grameen headquarters with regular visits to the site.
• Perform other related duties as assigned. We’re a collaborative team, and sometimes that means stepping outside your usual scope to help with projects or priorities that advance our mission. These “other duties as assigned” are part of how we adapt, innovate, and support one another. As such, additional duties, responsibilities, and activities may change or be assigned as needed to meet team and organizational goals.

Qualifications:

• 3+ years of endpoint customer service support experience.
• Experience providing “white glove” AV concierge support.
• Preferred project experience on small to medium customer facing projects
• Preferred experience supporting Azure/Entra/MS365 environments
• Must be highly committed to Grameen America’s mission and highly
• motivated towards success.
• 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.

What We Offer You:

• Medical, dental, and vision insurance plans
• Paid Holidays, vacation and sick time
• 401K retirement savings plans
• Flexible Spending Account (FSA)
• Wellness platform with 2 free coaching sessions a month
• Opportunity for advancement
• And more!

Travel Requirements:

• Attend quarterly staff meetings in New York City required. Travel and lodging at employee expense.
• Travel to Grameen America branches throughout the United States as required.

Grameen America is an Equal Opportunity Employer (EEO) committed to diversity and inclusion in its workplace. Grameen America employment decisions are based on job requirements and individual skills and qualifications without regard to the applicant’s race, ethnicity, color, religion, sex, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Grameen America, Inc. participates in E-Verify Program.

Visa sponsorship is not provided.

Must be able to legally work in the U.S.