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Regions

Technology Services Help Desk Technician

Regions
Hoover, AL $51k - $64k/yr Full time Posted 18d ago
Active Directory Computer Skills Customer Service Customer Support Help Desk Support Identity and Access Management Incident Management Information Technology (IT) It Service Management IT Services ITSM Microsoft 365 Office 365 Phone Support Servicenow Technical Support
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Job Description

Earn $50,500 to $63,650/year for an onsite Technology Services Help Desk role at Regions in Hoover, Alabama (Riverchase Operations Center). You will support internal users by troubleshooting IT and user issues across common systems, while following cybersecurity and risk management practices. This full-time position includes paid time off, comprehensive benefits, and additional support resources.

As a help desk technician, you’ll handle incoming support requests through calls, chats, and email, keep matters moving with ticket tracking, and work toward timely resolution aligned to service level agreements (SLAs). You may also collaborate with other support, engineering, and application development teams when deeper investigation or service restoration is needed.

What you’ll do

  • Tackle issues that are beyond the reach of less experienced help desk technicians
  • Investigate, research, and resolve user questions and IT system issues
  • Answer incoming calls, chats, and emails while entering details into ticket tracking software
  • Resolve tickets promptly to meet SLAs and support customer satisfaction
  • Follow cybersecurity practices and comply with risk management programs and applicable rules and regulations
  • Support process improvements and apply disciplined change management practices
  • Partner with other teams to restore service and/or identify core problem causes

What you bring

  • High School Diploma or GED plus technical training
  • Two (2) years of personal computer troubleshooting and problem resolution, or field and remote technical support experience

Tools and technologies you’ll use

  • ServiceNow, Active Directory, and PCOMM
  • TCP/IP and LAN/WAN concepts
  • Microsoft Office/O365 and Windows operating system
  • Web browsers, telecommunications, and network and desktop functions

Certifications and relevant background

  • CompTIA Security+ or other relevant security certifications
  • Relevant college course work
  • Previous experience with Regions or financial banking software
  • CHDP (Certified Help Desk Professional)
  • Microsoft 365 Certified: Fundamentals certification

Benefits and support

  • 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

Additional details

  • This position requires tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act
  • Onsite work is required, with regular work hours including full days in the office three or more days a week; the manager sets the schedule and in-office expectations
  • Relocation assistance is not provided; relocation would be at your expense
  • The available location for this role is Birmingham, AL
  • Regions will not sponsor applicants for work visas for this position at this time; candidates must be currently authorized to work in the United States on a full-time basis

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