Desktop Support Admin I

Park National Bank•Newark, OH

15h•Onsite

About The Position

The Desktop Support Admin I responds to and resolves IT support tickets submitted by end users through phone calls, voicemails, emails, and self-service systems. The role assists users with troubleshooting during deployment and ongoing use of products and services, diagnoses IT-related problems, and determines effective solutions while providing accurate, customer-focused service. The position manages incidents from identification and recording through classification, investigation, diagnosis, resolution, recovery, closure, ownership, tracking, monitoring, and communication to help maintain service levels. It also maintains ticket records, communicates status to users, escalates complex issues, identifies trends, collaborates with IT colleagues, builds knowledge of IT systems, hardware, and software, and provides end-user training. The role requires adherence to the Bank’s compliance and risk-management requirements and delivery of service consistent with its Serving More standards. This is an onsite position five days per week, Monday through Friday, in Newark, Ohio. Occasional travel within the Park National Bank footprint is expected.

Requirements

High school diploma or equivalent required.
Two-year associate degree in an IT field or equivalent job experience.
Ability to remain stationary at least 75% of the time.
Ability to operate a computer constantly.
Ability to communicate constantly with coworkers and stakeholders to discuss and exchange accurate information.
Ability to lift up to 50 pounds periodically.
Able to work onsite five days per week, Monday through Friday, in Newark, Ohio.
Occasional travel within the Park National Bank footprint.

Responsibilities

Respond to and resolve IT support tickets received by telephone, voicemail, email, and self-service systems.
Help end users troubleshoot and resolve issues during deployment and ongoing use of products and services.
Analyze and diagnose IT-related problems and determine effective solutions with accuracy and strong customer service.
Manage incidents through identification, recording, classification, initial support, investigation, diagnosis, resolution, recovery, closure, ownership, tracking, monitoring, and communication.
Take ownership of support issues and provide friendly, accurate resolutions.
Communicate IT ticket status clearly and concisely to end users.
Escalate complex IT issues to higher-level technical support staff through appropriate channels.
Identify trends in requests and issues and report or escalate them as needed.
Maintain accurate records of support tickets and resolutions.
Collaborate with IT team members to troubleshoot and resolve issues.
Continuously improve knowledge of IT systems, hardware, and software.
Provide end-user training on IT systems and software applications.
Follow the Bank’s compliance requirements, risk-management expectations, policies, and procedures in daily work.
Deliver consistent service in accordance with Serving More standards.
Perform other duties as assigned.