ATM Help Desk Representative

At Regions, our Desktop Services Help Desk Representative applies understanding and knowledge of information systems products and services to assist internal users.
This position requires the tracking of time and is eligible for overtime under the non-exempt FLSA classification for hours worked in excess of 40 per week.
Primary Responsibilities
Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving information systems problems
Answers incoming calls and inputs information into the ticket tracking software
Refers more complex problems to Level II analyst
Requirements
High school diploma or GED
Technical training and prior experience in computer troubleshooting and problem resolution
Proficient in current Windows operating system
The following skill set is desired: demonstrated strong analytical skills, a proven track record of providing timely problem resolution, excellent verbal and written communication skills, good organizational skills and the ability to multi-task, thorough understanding of applicable systems and trouble ticket process, ability to work under limited supervision, basic understanding of telecommunications, network and desktop functions, and strong customer service background
Preferences
Relevant college course work and certifications
Remote PC support experience
Additional Responsibilities:
Monitoring, troubleshooting and interacting with network services, software systems engineers, Regions Bank branches, ATM vendor partners and /or application development to restore service and/or identify and correct core problems for Regions Bank ATMs.
Additional Preferences:
Familiarity with the following
Microsoft Office
APTRA Vision
ATM Manger Pro (AMP)
Microsoft SharePoint 2013
Connex
Must be available Monday - Friday 7am - 10pm
Must be available the weekends and holidays 8am -5pm
EEO / AA / Minorities / Females / Disabled / Veterans

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