Technology Services Help Desk Technician

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. Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system. Job Description: At Regions, the Technology Services Help Desk Technician applies understanding and knowledge of information systems products and services to assist internal users. Primary Responsibilities 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 Escalates more complex problems to senior techs or other support teams Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices 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 Technical training and prior experience in computer troubleshooting and problem resolution Preferences Relevant college course work and certifications Remote computer support experience 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 Intermediate analytical skills Provides timely problem resolution Proficient in current Windows operating system and web browsers Strong customer service background This position is intended to be onsite in Birmingham, Alabama. Associates will have regular work hours, including full days in the office three or more days a week. The manager will set the work schedule for this position, including in-office expectations. This position may be filled at a higher level depending on the candidate's qualifications and relevant experience. 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. Position Type Full time 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: $46,750.00 USD Median: $57,270.00 USD Incentive Pay Plans: This job is not incentive eligible. Benefits Information Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions. Paid Vacation/Sick Time 401K with Company Match Medical, Dental and Vision Benefits Disability Benefits Health Savings Account Flexible Spending Account Life Insurance Parental Leave Employee Assistance Program Associate Volunteer Program Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser. Location Details Riverchase Operations Center Location: Hoover, Alabama 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. About Regions At Regions, our culture focuses on five core values that are a commitment to how we will do business: Put people first Do what is right Focus on your customer Reach higher Enjoy life Through these values, our mission to make life better drives our desire to improve and make a positive difference in the communities where we work and live through financial investments and volunteering.