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. This position handles problems that less experienced help desk techs are unable to resolve. It identifies, investigates, researches, and resolves user questions, user issues, and IT system issues. The technician answers incoming calls, chats and emails and inputs information into ticket tracking software. They resolve tickets in a timely manner to meet SLAs and ensure customer satisfaction. This role ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; and applies disciplined change management practices. May interact with other support, engineering and application development teams to restore service and/or identify and correct core problems. 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 and technical training
- Two (2) years of personal computer troubleshooting and problem resolution or field and remote technical support experience
- CompTIA Security+
- Or other relevant security certifications
Nice To Haves
- Relevant college course work
- Previous experience with Regions or financial banking software
- Certified Help Desk Professional (CHDP)
- Microsoft 365 Certified: Fundamentals Certification
Responsibilities
- Handles problems that less experienced help desk techs are unable to resolve
- 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
- Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices
- May interact with other support, engineering and application development teams to restore service and/or identify and correct core problems
Benefits
- Overtime pay
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
