Technology Services Help Desk Technician

Regions Bank•Hoover, AL

1d•$50,500 - $63,650•Onsite

About The Position

At Regions, the Technology Services Help Desk Technician applies knowledge of information systems products and services to assist internal users. The position handles issues that less experienced help desk technicians cannot resolve and responds to user questions and IT system problems through phone, chat, and email. The technician records information in ticket-tracking software and resolves tickets promptly to meet service-level agreements and maintain customer satisfaction. The role supports compliance with risk management programs, regulations, and cybersecurity practices; identifies and supports process improvements; and follows disciplined change-management practices. The technician may work with support, engineering, and application development teams to restore service or identify and correct underlying problems. The position is based at the Riverchase Operations Center in Hoover, Alabama, tracks time, and is eligible for overtime for hours worked beyond 40 per week under the Fair Labor Standards Act.

Requirements

High school diploma or GED and technical training.
Two years of personal computer troubleshooting and problem-resolution experience or field and remote technical support experience.
CompTIA Security+ certification or another relevant security certification.
Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance.
Ability to multitask and work under limited supervision.
Basic understanding of telecommunications, network, and desktop functions.
Excellent verbal and written communication skills.
Good organizational skills.
Proficiency with current Windows operating systems, web browsers, ServiceNow, Active Directory, PCOMM, TCP/IP, LAN/WAN, and Microsoft Office/O365.
Ability to provide timely problem resolution.
Strong analytical skills and a strong customer-service background.

Nice To Haves

Relevant college coursework.
Previous experience with Regions or financial banking software.
Certified Help Desk Professional (CHDP).
Microsoft 365 Certified: Fundamentals certification.

Responsibilities

Handle problems that less experienced help desk technicians cannot resolve.
Identify, investigate, research, and resolve user questions, user issues, and IT system issues.
Answer incoming calls, chats, and emails and enter information into ticket-tracking software.
Resolve tickets in a timely manner to meet SLAs and ensure customer satisfaction.
Ensure compliance with risk management programs, rules and regulations, and cybersecurity practices.
Identify opportunities for and support process improvements; apply disciplined change-management practices.
Work with support, engineering, and application development teams as needed to restore service and/or identify and correct core problems.
Track time worked.