IT Support Desk Analyst

Huntington National Bank • Tupelo, MS

2d • Onsite

About The Position

The Service Desk Analyst provides outstanding customer service and technical assistance related to computer systems, hardware, and software across the enterprise. The analyst responds to queries, runs diagnostic programs, isolates problems, determines and implements solutions, and troubleshoots issues by telephone or instant message in a timely and accurate manner. The role provides end-user assistance as required and supports colleagues through a high-volume service desk.

This position is onsite in Tupelo, Mississippi, with no exceptions. Colleagues are expected to work in the office at least four days per week. The normal, permanent schedule may include daytime and evening hours during the week and some weekends. Applicants must be currently authorized to work in the United States on a full-time basis; Huntington will not sponsor applicants for immigration benefits.

Requirements

• At least one year of IT support, customer service, and/or call center experience; professional work experience, internships, and academic projects or coursework may be combined to meet this requirement.
• An associate's degree, or at least three years of experience in an IT support-related role in lieu of the degree.
• Professional verbal communication skills.
• Ability to quickly resolve complex customer problems using resources such as computer screens and reference materials.
• Ability to professionally handle irate customers.
• Ability to use a headset and sit for long periods.
• Experience with Microsoft Office applications and the Internet.
• Availability for daytime and evening hours during the week and some weekends as part of the normal, permanent schedule.
• Ability to work onsite in Tupelo, Mississippi; this is not a remote position.
• Current authorization to work in the United States on a full-time basis.

Nice To Haves

• Previous banking environment experience.
• A+ certification.
• Network+ certification.
• HDI certifications.

Responsibilities

• Provide outstanding service to Huntington colleagues and build relationships with them.
• Work individually and as part of a team to meet or exceed established goals, including call-handling time, availability, and quality goals.
• Maintain up-to-date knowledge of Huntington products, services, technology, and procedures.
• Compile documentation needed to effectively fulfill customer needs.
• Document required notes in appropriate systems so staff can be educated and prepared to succeed.
• Follow up with customers to ensure issues have been resolved.
• Drive initiatives that improve the service desk.
• Partner with internal support groups to provide the best service to colleagues.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree