Senior IT Help Desk Technician — Complex Issues & Security

Regions Financial Corporation; Birmingham, Northern (AL, KY); Hybrid; USD 45,000 - 56,000; Full time

Job summary

Regions Financial Corporation is seeking a Technology Services Help Desk Technician to apply knowledge of information systems to assist internal users. The role is onsite in Birmingham, AL with regular office days and overtime eligibility under FLSA.

Responsibilities include resolving complex tickets, using ServiceNow, Active Directory, and TCP/IP basics, and maintaining high SLAs while upholding cybersecurity practices.

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

Verbal communication

Written communication

Problem solving

Time management

Multi-tasking

Windows OS

ServiceNow

Active Directory

TCP/IP

Education

High School Diploma or GED

Tools

ServiceNow

Active Directory

PCOMM

TCP/IP

LAN/WAN

Microsoft 365/O365

Job description

Regions Financial Corporation is seeking a Technology Services Help Desk Technician to apply knowledge of information systems to assist internal users. The role is onsite in Birmingham, AL with regular office days and overtime eligibility under FLSA.

Responsibilities include resolving complex tickets, using ServiceNow, Active Directory, and TCP/IP basics, and maintaining high SLAs while upholding cybersecurity practices.