Technology Services Help Desk Technician

Location: Riverchase Operations Center, Hoover, Alabama, United States; onsite role

Salary: $50,500–$63,650 USD annual target range.

Company

hirify.global provides banking and financial services.

What you will do

• Resolve escalated user, desktop, and IT system issues that less experienced help desk technicians cannot resolve.
• Investigate user questions and technical problems received through calls, chats, and email, and document them in ticket-tracking software.
• Resolve tickets within service-level agreements and support customer satisfaction.
• Apply risk management, regulatory compliance, cybersecurity, and disciplined change management practices.
• Identify process improvements and coordinate with support, engineering, and application development teams to restore services and correct core problems.
• Track working time; hours over 40 per week are eligible for overtime under the Fair Labor Standards Act.

Requirements

• High school diploma or GED plus technical training.
• Two years of personal computer troubleshooting and problem resolution or field and remote technical support experience.
• CompTIA Security+ or another relevant security certification.
• Ability to interpret and comply with applicable rules, regulations, and industry guidance.
• Ability to multitask, work under limited supervision, and provide timely problem resolution.
• Basic understanding of telecommunications, network, and desktop functions.
• Excellent verbal and written communication, organizational, analytical, and customer service skills.
• Proficiency with current Windows operating systems, web browsers, ServiceNow, Active Directory, PCOMM, TCP/IP, LAN/WAN, and Microsoft Office/O365.

Nice to have

• Relevant college coursework.
• Previous experience with Regions or financial banking software.
• Certified Help Desk Professional certification.
• Microsoft 365 Certified: Fundamentals certification.

Culture & Benefits

• Full-time position with paid vacation and sick time.
• 401(k) with company match, medical, dental, and vision benefits.
• Disability benefits, health savings account, flexible spending account, and life insurance.
• Parental leave, employee assistance program, and associate volunteer program.
• The position is not incentive eligible.