Desktop Support Analyst I - Onsite Helpdesk

Park National Bank; Newark (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Park National Bank is seeking an on-site Desktop Support Admin I in Newark, OH to handle end-user IT support tickets and provide effective troubleshooting for deployed products and services.

Responsibilities include incident handling, clear communication with users, and collaboration with IT teams to resolve issues while maintaining compliance standards. Occasional travel within the Park National Bank footprint may be required.

Qualifications

• Respond to and resolve IT support tickets from end-users via telephone calls, voicemails, emails, and self-service generated tickets.
• Troubleshoot and resolve IT issues during deployment and ongoing use of products and services.
• Maintain accurate records of IT support tickets and resolutions.
• Provide clear and concise communication to end-users regarding ticket status.
• Adhere to Bank's compliance requirements and risk management concepts, expectations, policies and procedures.

Responsibilities

• Respond to and resolve IT support tickets from end-users 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 end-user training on IT systems and software applications.

Skills

IT support

Customer service

Troubleshooting

Communication

Ticketing systems

Education

Associate degree in IT

High School diploma

Job description

Park National Bank is seeking an on-site Desktop Support Admin I in Newark, OH to handle end-user IT support tickets and provide effective troubleshooting for deployed products and services.

Responsibilities include incident handling, clear communication with users, and collaboration with IT teams to resolve issues while maintaining compliance standards. Occasional travel within the Park National Bank footprint may be required.