Desktop Support Admin I

Park National Bank; Newark (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

Park National Bank is seeking an IT Help Desk professional to respond to and resolve end-user IT support tickets. You will assist with troubleshooting during deployment and ongoing use of products and services, analyze IT issues, and ensure timely, accurate resolutions.

The role emphasizes strong customer service, ticket documentation, and collaboration across IT teams. Responsibilities include managing incidents from identification to closure, escalating complex issues as needed, and

Qualifications

• Respond to and resolve IT support tickets from end-users via phone, voicemail, email, and self-service.
• Assist end users in troubleshooting during deployment and ongoing use of products and services.
• Analyze and diagnose IT-related issues with accuracy and exceptional customer service.

Responsibilities

• Conduct incident handling from identification to closure, ownership, tracking, and communication.
• Escalate complex IT issues to higher-level tech support through appropriate channels.
• Maintain accurate records of IT support tickets and resolutions.

Skills

Ticket triage

Customer service

Troubleshooting IT issues

Communication skills

Incident management

Education

High School diploma

Associate degree in IT

Tools

Ticketing system

Job description

• 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 escalation 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

• 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 escalation 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.