Technology Services Help Desk Technician
About The Position
At Regions, the Technology Services Help Desk Technician applies understanding and knowledge of information systems products and services to assist internal users. Primary Responsibilities Identifies, investigates, researches, and resolves user questions, user issues, and IT system issues Answers incoming calls, chats and emails and inputs information into ticket tracking software Resolves tickets in a timely manner to meet SLAs and ensure customer satisfaction Escalates more complex problems to senior techs or other support teams This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.
Requirements
- High School Diploma or GED
- Technical training and prior experience in computer troubleshooting and problem resolution
- Ability to multi-task
- Ability to work under limited supervision
- Basic understanding of telecommunications, network and desktop functions
- Excellent verbal and written communication skills
- Good organizational skills
- Intermediate analytical skills
- Provides timely problem resolution
- Proficient in current Windows operating system and web browsers
- Strong customer service background
- Applicants for this position must be currently authorized to work in the United States on a full-time basis.
- This position is intended to be onsite, now or in the near future.
- Associates will have regular work hours, including full days in the office three or more days a week.
- This position must be within a reasonable driving distance to Atlanta, GA.
Nice To Haves
- Relevant college course work and certifications
- Remote computer support experience
Responsibilities
- Identifies, investigates, researches, and resolves user questions, user issues, and IT system issues
- Answers incoming calls, chats and emails and inputs information into ticket tracking software
- Resolves tickets in a timely manner to meet SLAs and ensure customer satisfaction
- Escalates more complex problems to senior techs or other support teams
Benefits
- Paid Vacation/Sick Time
- 401K with Company Match
- Medical, Dental and Vision Benefits
- Disability Benefits
- Health Savings Account
- Flexible Spending Account
- Life Insurance
- Parental Leave
- Employee Assistance Program
- Associate Volunteer Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
