Technology Services Help Desk Technician

Technology Services Help Desk TechnicianAt Regions, the Technology Services Help Desk Technician applies understanding and knowledge of information systems products and services to assist internal users.Primary ResponsibilitiesHandles problems that less experienced help desk techs are unable to resolveIdentifies, investigates, researches, and resolves user questions, user issues, and IT system issuesAnswers incoming calls, chats and emails and inputs information into ticket tracking softwareResolves tickets in a timely manner to meet SLAs and ensure customer satisfactionEnsures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practicesMay interact with other support, engineering and application development teams to restore service and/or identify and correct core problemsThis 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.RequirementsHigh School Diploma or GED and technical trainingTwo (2) years of personal computer troubleshooting and problem resolution or field and remote technical support experienceCertifications/LicensuresCompTIA Security+Or other relevant security certificationsPreferencesRelevant college course workPrevious experience with Regions or financial banking softwareCertified Help Desk Professional (CHDP)Microsoft 365 Certified: Fundamentals CertificationSkills and CompetenciesAbility to interpret and ensure compliance with applicable rules, regulations, and industry guidanceAbility to multi-taskAbility to work under limited supervisionBasic understanding of telecommunications, network and desktop functionsExcellent verbal and written communication skillsGood organizational skillsProficient in current Windows operating system, web browsers, ServiceNow, Active Directory, PCOMM, TCP/IP, LAN/WAN and Microsoft Office/O365Provides timely problem resolutionStrong analytical skillsStrong customer service backgroundPosition TypeFull timeCompensation DetailsPay 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: $50,500.00 USDMedian: $63,650.00 USDIncentive Pay Plans:This job is not incentive eligible.Benefits InformationRegions 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 Time401K with Company MatchMedical, Dental and Vision BenefitsDisability BenefitsHealth Savings AccountFlexible Spending AccountLife InsuranceParental LeaveEmployee Assistance ProgramAssociate Volunteer ProgramLocation DetailsRiverchase Operations CenterLocation: Hoover, AlabamaEqual Opportunity Employer/including Disabled/Veterans