IT Help Desk Specialist: Escalation & Security

Regions Financial Corporation; Atlanta (GA); On-site; USD 48,000 - 58,000; Full time

Job summary

Regions Financial Corporation seeks a Technology Services Help Desk Technician to support internal users from our Atlanta, GA office. The role requires troubleshooting, incident response, and ticket management to resolve IT issues with a strong focus on customer service.

The candidate should have a High School Diploma or GED with technical training and at least two years of PC troubleshooting or remote support experience, plus CompTIA Security+ or equivalent security certifications.

Qualifications

• High School Diploma or GED and technical training.
• Two years of personal computer troubleshooting and problem resolution or field and remote technical support experience.
• CompTIA Security+ or other relevant security certifications.

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.

Skills

Customer service

Communication skills

Problem solving

Time management

Multitasking

Teamwork

Education

High School Diploma or GED

Tools

Windows OS

ServiceNow

Active Directory

TCP/IP

Microsoft 365

Microsoft Office

Job description

Regions Financial Corporation seeks a Technology Services Help Desk Technician to support internal users from our Atlanta, GA office. The role requires troubleshooting, incident response, and ticket management to resolve IT issues with a strong focus on customer service.

The candidate should have a High School Diploma or GED with technical training and at least two years of PC troubleshooting or remote support experience, plus CompTIA Security+ or equivalent security certifications.