Technology Services Help Desk Technician

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

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

At Regions, the Technology Services Help Desk Technician applies understanding and knowledge of information systems products and services to assist internal users.

Primary 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

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

Certifications/Licensures

• CompTIA Security+
• Or other relevant security certifications

Preferences

• Relevant college course work
• Previous experience with Regions or financial banking software
• Certified Help Desk Professional (CHDP)
• Microsoft 365 Certified: Fundamentals Certification

Skills and Competencies

• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Ability to multi-task
• Ability to work under limited supervision
• Basic understanding of telecommunications, network and desktop functions
• Excellent verbal and written communication skills
• Good organizational skills
• Proficient in current Windows operating system, web browsers, ServiceNow, Active Directory, PCOMM, TCP/IP, LAN/WAN and Microsoft Office/O365
• Provides timely problem resolution
• Strong analytical skills
• Strong customer service background

This position is to be onsite at our Atlanta, GA office.

Regions will not sponsor applicants for work visas for this position at this time. Applicants for this position must be currently authorized to work in the United States on a full-time basis.

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$53,025.00 USD

50th Percentile:

$66,832.50 USD

Incentive Pay Plans:

This job is not incentive eligible.

Location:

Atlanta, Georgia

Equal Opportunity Employer/including Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.