Technology Services Help Desk Technician

Regions Bank•Hoover, AL

3d•Onsite

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 role handles issues that less experienced help desk technicians cannot resolve and works to restore service, resolve user and IT system problems, and maintain customer satisfaction. The position is based at the Riverchase Operations Center in Hoover, Alabama, and tracks time. It is eligible for overtime for hours worked in excess of 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 are unable to 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.
Interact with support, engineering, and application development teams as needed to restore service or identify and correct core problems.
Track time worked.