Support Jobs in Hoover, AL

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Technology Services Help Desk Technician

Regions Hoover, AL

Hoover, AL

Today

$51k - $64k/yr Full time Active Directory Computer Skills Customer Service

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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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