Technology Support Analyst

Join Our Team at Regional Finance

Grow Your Career. Impact Lives. Shape the Future of Consumer Finance.

At Regional Finance, growth is more than a strategy. It's an opportunity for our people to thrive. Over the past several years, we have expanded significantly, creating new career paths, leadership opportunities, and professional development experiences across our organization.

As a proud NYSE-listed company, we serve more than half a million active customers through a network of 360+ branches across 20 states and a rapidly growing digital platform. With approximately $2.1 billion in net finance receivables, nearly double our position in 2020, our momentum reflects both the strength of our business and the dedication of our team.

If you're passionate about helping people, driven by growth, and excited to contribute to a company transforming the future of consumer finance, we invite you to join our team and build something meaningful with us.

Job Purpose

Under general supervision, provide high quality Level 1 and Level 2 technical software, hardware, security, access management and network problem resolution to all computer users by troubleshooting and guiding users through solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Escalate complex end-user problems on to 3rd Tier Support without losing accountability. Other tasks include license tracking, and performing PC maintenance, upgrades and configurations, conducting hardware and software inventory database maintenance and reporting. Perform related work as required. Service is provided to end users via phone, email, intranet, or in person, through the use of IT Service Desk resources.

Duties and Responsibilities

• Provide Service Desk support and resolve problems to the end user's satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT Service Desk
• Ability to identify, organize, prioritize and escalate tickets, including ticket creation at the time for the initial problem report/service request status documentation of open work orders, and proactively informing users of progress
• Modify configurations, utilities, software default settings, etc. for the local workstation integrated with Active Directory
• Develop, document, and enforce internal procedures
• Assist with onboarding of new users: provisioning User Id, determines required equipment and ensures it is setup in a timely manner and working as desired
• Provide PC system image creation, maintenance and troubleshooting supporting Windows 7 & Windows 10
• Install and test computer equipment including but not limited to, desktops, laptops, monitors, memory chips, cabling, and accessories and configure the end-user desktop hardware, software and peripherals
• Work required the ability to comprehend instruction in order to make repairs
• Provide conference room support including, but not limited to, troubleshooting A/V equipment and assisting with initial setup of meetings
• Coordinates repair of computer or network equipment covered by third-party vendor maintenance agreement and repair computer
• Maintain inventory of all equipment, software, and software licensing

Minimum Qualifications

• AA degree from two-year College or technical school in Computer Science, Information Systems, or related field;
• one-year experience troubleshooting, repair, and fixing hardware and software problems or equivalent combination of education/experience
• Experience in CompTia A+ Certification is required, and CompTia Network+ and Security+ or an industry equivalent is a plus
• 2+ years of experience working with a Microsoft Active Directory network is required
• Must be available to work a flexible schedule with nights, weekends, and an on-call rotation occasionally required
• Must pass drug screen and other pre-employment screenings

Preferred Qualifications

• Previous customer service experience strongly desired

Critical Competencies

• Good interpersonal skills and ability to work well with others; friendly presence and helpful attitude.
• Excellent oral and written communication skills.
• Good problem solving skills. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work with or without supervision
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Develop technical knowledge of each system used within the company profile and specialized knowledge of certain nominated areas.

Working conditions

Ability to work flexible hours, occasional On-Call and weekend shifts. Ability to move/lift equipment (printers, workstations, rack server items)

Regional is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, transgender status, age, disability, genetic information, veteran status, uniform service, or any other characteristic protected by applicable law ("Protected Characteristics"). Regional's policy of non-discrimination applies to all phases of the employment process and relationship, including, but not limited to, recruitment and selection; compensation and benefits; professional development and training; promotions and opportunities; transfers; social and recreational programs; layoff; and terminations.