Desktop Support Admin I

Park National Corporation; Columbus (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Park National Corporation in Newark, OH seeks an IT Support Specialist to respond to and resolve end-user tickets, provide on-site and remote assistance, and maintain service levels within bank standards.

You will troubleshoot hardware and software issues, document resolutions, and escalate complex problems. The role emphasizes customer service, accuracy, and adherence to compliance policies while delivering timely support to coworkers.

Qualifications

• High school diploma or equivalent required.
• 2 years Associate degree in IT field or equivalent job experience preferred.

Responsibilities

• Respond to and resolve IT support tickets from end-users via phone, email, or self-service.
• Assist end users with troubleshooting during deployment and ongoing use of products and services.
• Analyze and diagnose IT issues with accuracy and provide effective solutions.
• Document incident lifecycle and ensure timely resolution and communication.
• Escalate complex issues to senior support and track progress to resolution.
• Provide end-user training on IT systems and software applications.
• Maintain records of tickets and resolutions; adhere to compliance policies.

Skills

IT support

Troubleshooting

Customer service

Incident management

Education

High School diploma or equivalent

Associate degree in IT or related field

Tools

Help desk software

Job description

*Sponsorship not Available*

• Respond to and resolve IT support tickets from end-users received via telephone calls, voicemails, emails, and self-service generated tickets.
• Assist end users in trouble shooting and resolving issues during deployment and ongoing use of products and services.
• Effectively analyze and diagnose problems with IT-related issues, and determine the most effective solution, a high level of accuracy and exceptional customer service.
• Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
• Foster trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions.
• Provide clear and concise communication to end-users regarding the status of their IT support tickets.
• Escalate complex IT issues to higher-level technical support staff and through the appropriate channels.
• Identify trends in requests/issue and elevate or report as needed.
• Maintain accurate records of IT support tickets and resolutions.
• Collaborate with other 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.
• Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
• Deliver a consistent, high level of service within our Serving More standards
• Other duties as assigned

EDUCATION - CERTIFICATIONS - WORK EXPERIENCE

• High School diploma or equivalent required
• 2 years Associate degree in IT field or equivalent job experience

TRAVEL REQUIREMENTS AND OTHER INFORMATION

Occasional travel within the Park National Bank footprint to be expected.

This position must be able to remain in a stationary position a minimum of 75% of the time, constantly operate a computer, and be able to be in constant communication with coworkers and stakeholders to discuss and exchange accurate information. Ability to lift up to 50 lbs periodically. This Position is 5 days a week Monday through Friday Onsite in Newark Ohio.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.