Axiom Bank, N.A.

Support Engineer

• Provide Tier II technical support and assist Tier III support as needed
• Assist with deployment of system and security patches
• Assist with network equipment installation, maintenance, and first-line troubleshooting
• Add, remove, and change users within systems
• Lead the onboarding and offboarding process
• Maintain and support bank systems including Office 365, NuPoint, and Active Directory
• Install hardware and software on desktop and laptop machines
• Diagnose and troubleshoot desktop, laptop, and thin-client hardware and software issues
• Use remote connection and installation tools to resolve problems across the bank’s network
• Upgrade desktop hardware including RAM, hard drives, video, and cameras
• Facilitate workstation moves
• Build and maintain corporate PC images
• Re-image Windows 11 machines and set up core banking applications
• Assist with Active Directory user and email account creation
• Perform data migrations and assist with data restorations
• Create and maintain IT support documentation and installation guides
• Maintain current hardware and software inventory
• Lead desktop and software upgrade projects
• Set up wireless handheld devices including iPad, iPhone, and Android devices
• Assist systems and network administrators/engineers with application, systems, hardware, and network support

Desktop Support Analyst II

Operations

• Administer, patch, and maintain Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and file and print services
• Manage VMware or Hyper-V virtualization infrastructure, including host health, capacity, and VM lifecycle
• Own backup and recovery operations, including job monitoring, restore testing, and retention compliance
• Monitor system performance, availability, and capacity; respond to and resolve incidents
• Manage endpoint configuration, patching, and compliance through Intune or equivalent tools
• Maintain asset inventory, system documentation, and configuration records
• Administer Microsoft 365 services including Exchange Online, SharePoint, OneDrive, and Teams
• Manage Entra ID, including user lifecycle, groups, conditional access, and multi-factor authentication
• Administer Azure subscriptions, resource groups, role-based access, and cost monitoring
• Configure and maintain Microsoft security and compliance tooling
• Manage licensing and optimize Microsoft 365 and Azure spend
• Support LAN, WAN, wireless, firewalls, switches, VPN, and remote access infrastructure
• Troubleshoot connectivity issues and coordinate with carriers and managed service providers
• Maintain network diagrams and support network segmentation and security controls
• Implement security controls aligned with GLBA, FFIEC guidance, and the bank's information security program
• Execute user access provisioning, deprovisioning, and periodic access reviews
• Remediate vulnerability scan and penetration test findings
• Provide evidence and documentation for IT audits, regulatory examinations, and the Information Security Officer
• Participate in incident response and business continuity/disaster recovery planning and testing
• Draft and maintain IT policies, standards, procedures, and operational SOPs
• Support change management, including documenting, reviewing, and scheduling changes
• Serve as backup resource for the Jack Henry SilverLake core banking platform
• Monitor nightly and end-of-day processing and escalate issues
• Perform SilverLake user administration and support related Jack Henry applications and interfaces
• Coordinate support cases with Jack Henry and communicate status to stakeholders
• Serve as escalation point and backup for desktop support and help desk issues
• Coordinate with managed service providers, software vendors, and hardware suppliers
• Provide technical input to vendor due diligence and third-party risk management
• Participate in technology projects, upgrades, and migrations
• Participate in scheduled after-hours and on-call rotations
• Provide technical guidance, peer review, cross-training, and work coordination as assigned

IT Operations Engineer

Call Center Representative

• Provide strategic and operational leadership for the Bank’s customer contact center and enterprise fraud operations functions
• Oversee the VP, Call Center Manager and AVP, Fraud Operations Manager, with indirect oversight of Customer Support Representatives and Fraud Operations Specialists
• Establish departmental objectives, service standards, performance measures, staffing plans, and operating priorities
• Oversee customer support, escalations, complaint resolution, quality assurance, workforce management, productivity, and customer experience standards
• Oversee fraud prevention, detection, investigation, claims and dispute resolution, ACH/EFT, debit card, digital banking, and wire fraud activities
• Monitor performance, service, quality, loss, productivity, complaint, and risk indicators; analyze trends and report recommendations to executive management
• Drive process improvement, capacity planning, automation, and operating model enhancements
• Maintain policies, procedures, internal controls, records, reconciliations, and business continuity capabilities
• Ensure compliance with federal and state laws, regulations, payment rules, Bank policies, service standards, and internal control requirements
• Partner with Risk, Compliance, BSA/AML, Legal, Internal Audit, Technology, Enterprise Data Analytics, Branch Banking, Deposit Operations, and other stakeholders
• Oversee third-party providers and technology platforms, including service performance, issue resolution, controls, and contract obligations
• Sponsor or support projects involving customer-facing systems, telephony, digital banking, payment services, fraud tools, workflow, data, and operating process changes
• Provide leadership during service interruptions, fraud events, emerging threats, and operational incidents
• Develop managers and staff through coaching, performance management, succession planning, cross-training, and professional development
• Prepare and present executive-level updates on service performance, fraud trends, operational risk, control effectiveness, initiatives, and resource needs
• Manage departmental budgets, staffing, vendor costs, and other resources
• Keep the EVP, Chief Operations Officer informed of material issues, fraud events, emerging risks, service deficiencies, and corrective actions
• Complete assigned projects and other duties as requested

Desktop Support Analyst II

IT Operations Engineer

VP, Customer Contact Center – Fraud Operations